Service Desk Analyst- (Tier 1Tier2 Hybrid role)

Elegant Enterprise- Wide Solutions Inc

Job Location:

Arlington, TX - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

About this Position:

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

Position Responsibilities:

Deliver Tier-1 Support in office.
- Answer validate and triage incoming:
  - phone-in Incidents and Requests from Internal employees.
  - email submitted Incidents and Request from Internal employees.
  - self-service ticket submissions routed from Internal employees.
- Escalate issues to Tier 2 as needed as well as set customer expectations for follow-up.
- Identify and perform First Contact Resolution tickets.
- Provide technical information/assistance on configuration setup maintenance and initial troubleshooting of County 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 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.
- Maintains current knowledge of relevant technology as assigned.
- Provide support and follow up for specifically assigned tasks.

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.

About this Position: Job Title: Service Desk Analyst- (Tier 1/Tier2 Hybrid role) Position Responsibilities: Deliver Tier-1 Support in office. Answer validate and triage incoming: phone-in Incidents and Requests from Internal employees. email submitted Incidents and Request from Internal em...

About this Position:

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

Position Responsibilities:

Deliver Tier-1 Support in office.
- Answer validate and triage incoming:
  - phone-in Incidents and Requests from Internal employees.
  - email submitted Incidents and Request from Internal employees.
  - self-service ticket submissions routed from Internal employees.
- Escalate issues to Tier 2 as needed as well as set customer expectations for follow-up.
- Identify and perform First Contact Resolution tickets.
- Provide technical information/assistance on configuration setup maintenance and initial troubleshooting of County 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 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.
- Maintains current knowledge of relevant technology as assigned.
- Provide support and follow up for specifically assigned tasks.