Tier I Help Desk Analyst
About the role
KeenLogic is seeking a talented and self-motivated Tier I Analyst to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is full-time and onsite, Monday- Friday.
Responsibilities
The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. The candidate will assist customers when they call into or walk into the customer service center, performing resolution of routine issues during the call, such as password reset, account/workstation unlocking, and basic workstation remediation. The candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support where required.
Qualifications
Bachelor’s degree and 1 year of experience are required.
Skills
- 1+ years of experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)
- 1+ years of experience with Incident/Request (Analysis, Documentation)
- 1+ years of experience with Mobile Device Management (Provision, Reset, Remote Wiping)
- Effective written and oral communication skills
Desired Skills
- ITIL Service Management
- Technical Writing Experience
- CRM/Ticketing/ACD Systems