Service Desk Analyst (Hybrid)

Baltimore, MD - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Service Desk Analyst (Hybrid)

Location: Baltimore MD

Duration: Fulltime

Job Description:

The Client is seeking an IT Service Desk technician to serve as the first point of contact for customers seeking technical assistance via remote support technologies. The Help Desk Tech will perform troubleshooting with customers and determine the best solution for technical issues and queries.

Responsibilities may include but are not limited to:

Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone chat email or in person.
Determine the best solution based on the issue and details provided by customers
Determine when to escalate issues to level 2/3
Configure agency specific software
Isolate and diagnose common hardware/software problems
Maintain records of repairs and fixes for future reference and updates of procedures
Document changes and improvements
Ability to work with other IT professionals as needed for product/application support
Create and maintain KB articles in the Customer service portal.

Required Skills Knowledge and Abilities:

Knowledge of the interrelationship of systems and hardware and information technology operations.
Knowledge of basic network-based communications.
Skill in installing repairing and troubleshooting software and hardware
Ability to analyze apply logic and solve technology problems.
Ability to establish and maintain effective working relationships with vendors management technical co-workers support specialists and IT users.
Ability to write detailed technical reports and analyses.
Ability to troubleshoot common operating systems issues.

Minimum Education and Experience Requirements

Associate degree.
Two years of computer and customer support
Verbal and written communication skills.
Previous IT experience in government is preferred.

Job Title: Service Desk Analyst (Hybrid) Location: Baltimore MD Duration: Fulltime Job Description: The Client is seeking an IT Service Desk technician to serve as the first point of contact for customers seeking technical assistance via remote support technologies. The Help Desk Tech will perfor...