Service Desk Analyst Tier 1

The Tatitlek • UNAVAILABLE, DC

356d

About The Position

The Service Desk Tier 1 technician shall be responsible for answering calls related to customer IT incidents or requests. Tier 1 technicians shall be responsible for responding to and resolving 'IT' Service Desk tickets on a timely manner. The persons assigned to this function will work directly with end users either remotely or at the customer's location until the incident or request is resolved/escalated.

Requirements

• General understanding and knowledge of the Microsoft computing environment.
• At least 2 years of experience or more with resolving and recording software and hardware customer incidents and requests.
• At least 2 years of experience with effectively analyzing, troubleshooting, researching, resolving tracking, documenting and when necessary escalating customer incidents and requests to the appropriate office or staff member using a ticketing database (Remedy).
• At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies; Microsoft Windows XP, Windows 7, Windows 10 Operating System, the latest version of Microsoft Office and a host of other commonly used software.
• CompTia A+ certification is required for this position.

Responsibilities

• Responsible for answering calls related to customer IT incidents or requests.
• Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
• Support end users with software and hardware incident and requests remotely.
• Effectively analyze, troubleshoot, research, resolve, track, and when necessary, escalate or reassign tickets to the appropriate office or staff member using a ticketing designed database (Remedy).
• Ask probing questions, research, analyze, and rectify problems and resolve the incidents or problems if such incidents or problems are identified as minor.
• Enter all IT related calls into a ticketing database and escalate (assign or reassign) the ticket to the appropriate office or staff member if the incident or request cannot be resolved at the Service Desk Tier 1 level.

What This Job Offers

• Job Type: Full-time
• Industry: Educational Services
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees