IT Service Desk Analyst I

Maven Group Solutions • McLean, VA

6h • $48,468 - $75,285

About The Position

An IT Service Desk Analyst I who thrives on providing users with the help they need to optimize their technology experience.

Requirements

• Working knowledge of computer applications, hardware and software, and telecommunications platforms.
• Competency in MS Office Suite.
• Working knowledge of trouble desk techniques.
• Demonstrated ability to learn customer support processes and techniques.
• Ability to analyze and evaluate procedures and problems and recommend effective solutions.
• Ability to implement existing policies and procedures for optimum customer support.
• Excellent listening, interpersonal, written, and oral communication skills.
• High attention to detail.
• Highly self-motivated and directed.
• Ability to prioritize and execute tasks under pressure.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Ability to communicate effectively, orally and in writing.
• Ability to establish and maintain effective working relationships.
• High school diploma or equivalent.

Responsibilities

• Provide first-level technical support of technology systems within the state.
• Answer, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Provide level-one investigation/diagnosis or request fulfillment.
• Determine the most appropriate course of action, present a resolution, or route the problem to appropriate technicians.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.
• Assist users with remote desktop solutions when appropriate.
• Log and track calls using a service desk ticketing system; maintain history records and related problem documentation.
• May train users on software and hardware one-on-one or recommend outside contractors for training.
• May assist with annual physical inventory of computer hardware.
• Create a positive customer support experience and build strong relationships.
• May interact with vendors regarding problem resolution.
• Perform related duties as required.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED