Tier-1 Help Desk Analyst

Location: Hybrid

Work hours per week: 40

The position is for a 40hour work week Monday thru Friday 7am 5pm EST (Hours may fluctuate between two shifts)

• Answer validate and triage incoming: Phonein incidents and requests from internal County employees Email submitted incidents and request from internal County employees and Selfservice ticket submissions routed from internal County employees.
  
• Escalate issues to Tier 2 as needed as well as set customer expectations for followup(i.e. when to expect a followup contact and by whom).
  
• 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 nonstandard computer systems hardware and software and internet service providers.
  
• Develop/contribute to and maintain Knowledge Articles.
  
• Follow up on customer queries with T2 (indepth technical support power user) and T3 (expert product and service support engineers architects) teams.
  
• Provide support and follow up for specifically assigned tasks.
  
• Work on DTS and County Projects and Special projects.
  

The County 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.

Requirements

• Must be a High School Graduate or equivalent.
  
• CompTIA A Security or Network certification HDI Certification a plus.
  
• ITIL Foundation a plus.