Service Desk Analyst- (Tier 1Tier2 Hybrid role)

Job: Service Desk Analyst- (Tier 1/Tier2 Hybrid role)

Work hours per week: 40

Estimated Start Date: ASAP

The Client Department of Technology Service is hiring a hybrid Tier-1/Tier-2 Service Desk Analyst to provide technical support to internal employees. The role involves responding to incidents and requests through various channels and requires both in-office and remote troubleshooting within a 40-hour workweek.

Role and responsibilities: The analyst will deliver Tier-1 support by answering and triaging incidents and requests via phone email and self-service portals escalating issues as needed and providing Tier-2 support including hardware and software troubleshooting installations and remote assistance. They will also contribute to knowledge articles and support technology integration projects.

Work schedule and environment: The position is full-time Monday through Friday with hours ranging from 7 am to 5 pm located at Arlington VA. The Client operates primarily in a Windows environment using Office 365 with a mix of laptops desktops and mobile devices utilizing ServiceNow for ticket management.

Qualifications and skills: Candidates must have at least a high school diploma or equivalent proficiency in ServiceNow and experience with Five9 is desirable. Certifications such as CompTIA A Security Network HDI and ITIL Foundation are beneficial. Strong customer service communication skills and recent help desk experience are essential.

Position responsibilities include but are not limited to:

• Deliver Tier-1 Support in office
  • Answer validate and triage incoming:
    • phone-in Incidents and Requests from Internal Client employees.
    • email submitted Incidents and Request from Internal Client employees.
    • self-service ticket submissions routed from Internal Client employees.
  • Escalate issues to Tier 2 as needed as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
  • Identify and perform First Contact Resolution tickets.
  • Provide technical information/assistance on configuration setup maintenance and initial troubleshooting of Client standard computer systems hardware and software.
  • Provide best effort support for technical information/assistance on non-standard computer systems hardware and software and internet service providers.
  • Develop/contribute to and maintain Knowledge Articles.
  • Follow up on customer queries with T2 (in-depth technical support power user) and T3 (expert product and service support engineers architects) teams.
  • Provide support and follow up for specifically assigned tasks.
• Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting
  • Installs modifies and repairs computer hardware and software both in person and using remote access tools
  • Provide support for on-site and remote (via Citrix) technology integration including laptops printer networks and VOIP systems
  • Apply basic diagnostic techniques to identify problems investigate causes and recommend solutions
  • Utilize ServiceNow to create update and close incident and service requests
  • Assist with configuration and support for agency issued mobile devices
  • Provide excellent customer service
  • Somes asked to serve as a technical expert and liaison to ACG Department clients and contract staff
  • Maintains current knowledge of relevant technology as assigned
  • Work on DTS and Client Projects and Special projects.

The Client operates primarily in a Windows environment and Office 365 with a combination of Laptops Desktops and Mobile Devices. Capabilities must include wireless and remote troubleshooting superior customer service skills excellent communications skills and recent Help Desk experience.

The Client processes its tickets via ServiceNow.

Requirements:

• Must be a High School Graduate or equivalent.
• Must be proficient using ServiceNow
• Experience using Five9 is desired
• CompTIA A Security or Network certification HDI Certification a plus.
• ITIL Foundation a plus.