IT Service Desk Analyst I

Evolver Federal

3d•Onsite

About The Position

Evolver Federal is looking for an IT Service Desk Analyst I to join our team in support of our NIH customer located in Bethesda, MD. This role serves as the initial point of contact between users and the IT service delivery department, utilizing the ServiceNow ticketing system for work logs and technical documentation. The analyst will perform general problem-solving and provide assistance on various software applications, hardware systems, and new technologies. Support will be delivered via chat, phone, email, and web, with a focus on evaluating calls to determine support needs and escalating to Tier II or Tier III when necessary. The position also involves providing user instruction and training on systems and applications, and assisting in the review and recommendation of solutions for hardware and software issues, all while adhering to scripts, SOPs, and guidelines.

Requirements

BA /BS/Associates or higher degree in computer science, information technology or related filed from an accredited university or a minimum of 5 years experience as a IT Service Desk Analyst or IT Support Specialist
HDI Support Center Analyst Certification (Required to obtain within six months of starting)
Ability to pass and obtain government required background investigation.
US Citizen or permanent resident
2 years progressive experience as an IT Service Desk Analyst in an IT service delivery operation chartered with, multi-faceted IT support.
2yr Experience with Microsoft Office 365 applications installation, usage and troubleshooting.

Nice To Haves

5 years progressive experience as a IT Service Desk Analyst in a federal government IT service delivery operation chartered with large scale, multi-faceted IT support.
5 years of experience with Microsoft Office 365 applications installation, usage and troubleshooting.
Must be detail-oriented, organized, customer service-oriented and can work under tight deadlines.
Strong analytical troubleshooting skills in IT help desk support environment on popular applications, hardware, and new technologies.
Have working or similar knowledge of the following application and tools: (Microsoft Office 365 and its associated apps, Adobe, AD, Citrix, ServiceNow/Remedy, VDI systems, VPNs, SPOK, BeyondTrust Secure Remote Access, MobileIron or similar (Mobile Device Manager (MDM)) and Symantec Management Console.)
Excellent written and verbal communication skills with the ability to communicate very well with users, peers, and managers.
NIH experience
ITIL4 Cert

Responsibilities

Serve as the initial point of contact between the user and our IT service delivery department.
Work within the ServiceNow ticketing system to create detailed work logs and technical documentation.
Performs generic problem solving and assistance on various software applications, hardware systems and new technologies on the program.
Provide support in the following way: chat, phone, email, and web support to users using communications, collaboration tools, and applications.
Evaluate incoming calls to determine the extent of support required and escalate user to Tier II or Tier III in the shortest possible time frame if required.
Provide instruction and/or training to users on existing or new systems, various applications, and new technologies.
Assists with the review, evaluation and recommendation of solutions relating to hardware and software problems.
Work according to scripts, SOPs, and guidelines to provide support.