Help Desk Analyst 2 - 100 ON SITE 731254

OTRS Ticket System (or equiv) Required 1 Years

TDX IT Service Management (ITSM) Service Desk tool Required 1 Years

Hands on exp w/basic support and troubleshooting (such as password resets printer configs break/fix instructions ticket routing) Required 2 Years

Complete Description:

Interviews: Initial Web based IVs conducted but IN PERSON maybe requested if mgr deems necessary

Pls make sure your candidate is aware and agrees to being 100% ON SITE from Day One before submitting.

Parking: Parking is NOT provided for contractors and there is a monthly fee. Manager will discuss parking costs if selected for an interview.

Pls note and share with your candidate bf submitting! In addition to the compliance items required in Vector NSU runs a separate criminal background check that searches from Age 18 forward.

DAY TO DAY/ABOUT THE ROLE:

Filters Help Desk calls and provides basic support and troubleshooting such as password resets printer configurations break/fix instructions ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4) as needed.

A Level 1 tech gathers and analyzes information about the users issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.