IT Help Desk - Tier 1 (Federal)

About the role

Help Desk Analysts provide IT support for over 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email, chat and web/intranet. Help Desk analysts use remote assistance to assist customers if the customers PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledge base. Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.

Schedule

Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors. Help Desk analysts are currently remote due to COVID-19 but may be asked to work on site (White Oak, MD) as directed by the Customer. Analysts must be prepared to switch dynamically from remote to on-site as needed.

Qualifications

• HS Diploma or GED
• Must be able to obtain Public Trust security clearance
• Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations
• Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.

Skills & experience

• Proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills
• Excellent problem-solving skills and broad understanding of relationships between hardware and applications
• Proven knowledge of basic PC troubleshooting of Windows 7 and Windows 10
• Required professional attitude, company focus, and strong work ethic
• Proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities
• Core competencies: communication, leadership, ability to drive change, innovative outlook and problem analysis