IT Help Desk Analyst

FLASH Technology Group•Annapolis Junction, MD

About The Position

Are you ready to make a meaningful impact with a company that values your technical ambition? Join us and experience a company where your contributions truly make a difference! Help Desk Specialist needed! Must have an active TS/SCI with polygraph security clearance. Contract Core Hours; Monday-Friday, from 0600-1900 Provide Help Desk services on both classified and unclassified workstations, including the following responsibilities: Provide daily customer service technical support and assistance to users. Deliver Tier 1 customer support and communicate resolutions to customer issues in a professional manner. Track, route, and redirect problems to the appropriate resources. Analyze trouble ticket trends and provide weekly trend analysis and metrics to the Tier 2 team and the Government. Escalate any issues, problems, or suggestions that cannot be resolved by the contractor to the Government Help Desk lead. Log all trouble tickets into the Government-specified ticket tracking tool(s). Document and communicate resolutions to the end user. Receive, log, track, and analyze issues, problems, and suggestions related to applications via telephone calls, email, in-person contact, and/or the ticketing system. Monitor trouble tickets until the issue is resolved and the ticket is closed. Generate a weekly report of open and unresolved tickets. Create, update, and maintain content within an online knowledge database to catalog and address Frequently Asked Questions (FAQs), and conduct monthly reviews of the Help Desk Support Handbook for accuracy. Maintain and update a repository of known errors, workarounds, and fixes, and provide this information to the Help Desk Service Team to assist in supporting end users.

Requirements

Minimum of High School diploma and 0-3 years of help desk experience.
Experience troubleshooting general IT related issues.
Good communication and writing skills.
Familiarity with Networking (LAN/WAN) terminologies.
Familiarity with basic hardware terminologies.
Must have an active TS/SCI with polygraph security clearance.
Must be a US Citizen

Nice To Haves

Prefer familiarity with COTS and GOTS applications.
Prefer experience providing Tier I or Tier 2 Help Desk Support.
Prefer experience troubleshooting through technical directories and virtual resources.
Prefer BS or equivalent in a technical discipline.
Prefer A+ certification or equivalent.

Responsibilities

Provide daily customer service technical support and assistance to users.
Deliver Tier 1 customer support and communicate resolutions to customer issues in a professional manner.
Track, route, and redirect problems to the appropriate resources.
Analyze trouble ticket trends and provide weekly trend analysis and metrics to the Tier 2 team and the Government.
Escalate any issues, problems, or suggestions that cannot be resolved by the contractor to the Government Help Desk lead.
Log all trouble tickets into the Government-specified ticket tracking tool(s).
Document and communicate resolutions to the end user.
Receive, log, track, and analyze issues, problems, and suggestions related to applications via telephone calls, email, in-person contact, and/or the ticketing system.
Monitor trouble tickets until the issue is resolved and the ticket is closed.
Generate a weekly report of open and unresolved tickets.
Create, update, and maintain content within an online knowledge database to catalog and address Frequently Asked Questions (FAQs), and conduct monthly reviews of the Help Desk Support Handbook for accuracy.
Maintain and update a repository of known errors, workarounds, and fixes, and provide this information to the Help Desk Service Team to assist in supporting end users.