Tier 1 Customer Service Analyst

Responsibilities

• Provide first-tier customer-facing support for tickets received via multiple contact channels including telephone, web, in-person, walk-up, and email
• Accurately document and report all incidents and service requests received
• Resolve incidents and service requests on the first contact where possible, escalate to Tier 2 when advanced troubleshooting is required
• Provide desk-side visits to end users if remote assistance is not possible or effective
• Track the total-life cycle of all tickets and tasks related to employee/contractor on-boarding, off-boarding, and organizational changes
• Follow up with task owners to ensure tasks are completed prior to a new employee's start date
• Issue and set up new/loaner IT equipment for end users, ship to remote sites as needed
• Image and re-image new and repurposed PCs
• Perform light technical writing and data entry, and assist with documentation management and updates to support internal processes and knowledge base articles
• Work on-site daily with the government customer and HumanTouch leadership
• Work an 8-hour shift between the hours of 6 AM and 7 PM, Monday through Friday

Work Experience Requirements

• Possess excellent customer service skills, problem-solving skills, and a broad understanding of the relationships between hardware and software applications
• Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices, and assorted peripheral devices

Other Requirements

• High School Diploma or GED
• Strong verbal and written communication skills
• Authorized to work in the United States
• Ability to pass a Moderate Background Investigation
• Ability to pass a SAMHSA Drug Screening test

Additional Education, Certifications, or Experience Required

• Prior experience supporting an IT Help Desk as a Tier I Analyst or similar role