Tier 1 Help Desk Analyst
About The Position
Provide first-level technical support via phone, in-person (walk-in), and other communication channels (e.g., email, chat). Greet customers professionally and courteously, actively listening to their issues and concerns. Diagnose and resolve common technical issues such as Password resets and account unlocks. Basic workstation remediation (e.g., restarts, software troubleshooting). Application installation and basic troubleshooting. Hardware troubleshooting and basic remediation. Accurately document and escalate complex or unresolved issues to Tier 2 support, the E-business team, or other appropriate teams, ensuring a seamless handoff and minimizing downtime for the end-user. Log and track all support requests in the CRM/ticketing system (e.g., ACD system), meticulously documenting the issue, troubleshooting steps taken, and resolution. Adhere to incident management procedures and SLAs. Process and fulfill standard service requests, such as software installations, account creations, and access requests. Provide basic support for mobile devices (e.g., setup, configuration, troubleshooting connectivity issues). Knowledge Management: Contribute to the knowledge base by documenting solutions to common problems and updating existing documentation as needed. Workstation Management: Assist with workstation patching, testing, and other desktop engineering tasks as directed.
Requirements
- High School Diploma or equivalent
- Minimum 2 years of professional experience
- Ability to obtain a Public Trust Clearance
- A+ Certification or other relevant technical certifications
- ITIL v4 Foundations or equivalent
Responsibilities
- Provide first-level technical support via phone, in-person (walk-in), and other communication channels (e.g., email, chat)
- Greet customers professionally and courteously, actively listening to their issues and concerns
- Diagnose and resolve common technical issues such as Password resets and account unlocks
- Perform basic workstation remediation (e.g., restarts, software troubleshooting)
- Handle application installation and basic troubleshooting
- Address hardware troubleshooting and basic remediation
- Accurately document and escalate complex or unresolved issues to Tier 2 support, the E-business team, or other appropriate teams
- Log and track all support requests in the CRM/ticketing system (e.g., ACD system), meticulously documenting the issue, troubleshooting steps taken, and resolution
- Adhere to incident management procedures and SLAs
- Process and fulfill standard service requests, such as software installations, account creations, and access requests
- Provide basic support for mobile devices (e.g., setup, configuration, troubleshooting connectivity issues)
- Contribute to the knowledge base by documenting solutions to common problems and updating existing documentation as needed
- Assist with workstation patching, testing, and other desktop engineering tasks as directed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
