Tier I Service Desk Specialist

National Capitol Contracting LLC • Mclean, VA

9d • $50,000 - $55,000

About The Position

The Tier I Service Desk Specialist serves as the initial point of contact for end-users seeking assistance in the IT service desk structure. Its main responsibility is to triage all incoming requests, ensuring they are properly prioritized, have enough information, are categorized, etc. If issue cannot be resolved, it escalates it to the appropriate higher support tiers or specific knowledge domains for further resolution.

Requirements

• 1-2 years of experience resolving end-user issues by telephone and/or in-person
• At least one certification or equivalent from the following list must be maintained CompTIA, ITIL, MCSA, MCP, MCSE, and/or HDI Desktop Support Technician Certificate
• Proven experience with ticketing systems
• Strong knowledge of basic business analysis techniques
• Demonstrated ability to provide guidance to users for viable solutions

Responsibilities

• Resolve technical issues and answer queries in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems
• Diagnose, identify, isolate, and analyze problems utilizing historical database records
• Route calls to product line specialists as necessary
• Maintain and update records and tracking databases
• Alert management to recurring issues and patterns of issues
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level