Job description

The Tier 1 Help Desk Analyst is responsible for the technical support assisting end users with their day-to-day technical duties and issues. A skilled Tier 1 Helpdesk Analyst will provide fast and useful technical assistance on computer systems. They will answer queries on basic technical issues and offer to solve them. We are looking for excellent Help Desk Analyst’s that have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.

Responsibilities:

• First-level support of all inbound calls, generating an Incident for all new issues
• First contact resolution (1st call) of desktop issues or follow proper escalation procedures
• Provide accurate, timely, and professional resolution on all supported issues
• Proven experience as a Help Desk Analyst or other IT support role
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all Incidents
• Ability to diagnose and resolve basic to mid-level technical issues.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.

Required Skills

• Strong critical thinking skills that facilitate expedient problem solving.
• Strong communication skills.
• Document problems and resolutions worked on in a timely and efficient manner.
• Providing Tier 1 support for all user-level applications (Microsoft Office 365, Adobe Creative Cloud, FTP, Chrome, EDGE, etc.).
• Providing Tier 1 support for all user operating systems (Windows & MacOS).
• Providing Tier 1 support for all remote access technologies (VPN, Cloud, etc).
• Providing Tier 1 support for all client workstation hardware including desktop, laptops, tablets, printers, and cell phones (Apple and Android).
• Providing Tier 1 support for all user mobile devices (Apple and Android). Knowledge of Airwatch/Intelligent Hub a plus.
• Providing Tier 1 end-user support for all client applications including CRM and line of business applications and other company software.
• Providing Tier 1 support for all telecommunications (VoIP, VTC, and related hardware).
• Assisting in all client workstation installations, configuration, deployments, and relocations.
• The ability to effectively communicate technical matters to a non-technical audience while documenting customer interactions.
• Ability to multitask while staying focused in a fast-paced competitive environment
• Experienced in the use of remote access applications
• Monitor Tier 1 ticket resolution to ensure defined SLA's met
• Update tickets with the latest status
• Escalate the ticket to the correct group if the incident can’t be resolved.
• Willing to work additional hours and/or perform additional tasks (including general office work) as needed.

EXPERIENCE LEVEL:

• Prior Help Desk experience (2-4 years)
• Experience working with computers and operating systems.
• Experience with trouble ticketing system—currently using Service Manager
• 2-year Degree (AA) in computer science; or like experience.
• Thorough knowledge of desktop and business/technical support systems.
• Experience with both Windows and Apple OS and HP printer hardware setup, configuration, and troubleshooting.

CERTIFICATION (minimum of 1 required):

• HDI
• Windows 10
• MCP
• MCSA
• Mac OS X Essentials

CLEARANCE:
U.S. Citizenship
Must pass background investigation for a Public Trust.

EDUCATION:
High School Diploma.

Job Type: Full-time

Pay: $30.00 - $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 2 years
• 3 years
• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Help desk: 2 years (Preferred)

License/Certification:

• HDI , Windows 10, MCP, MCSA, or Mac OS Certification (Preferred)

Work Location: In person

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