Tier I Help Desk Analyst

Onsite, full-time Tier I Help Desk Analyst opportunity in Alexandria, VA focused on routine call center support and escalation for advanced cases.

Responsibilities

• Deliver call center support for an environment running 90% Intel-based PCs, 10% Apple workstations, plus several custom business applications
• Support customers who call in or walk into the customer service center
• Resolve routine issues during the call, including password resets, account/workstation unlocking, and basic workstation remediation
• Escalate complex or detailed support needs to Tier II or the eBusiness teams

Requirements

• Bachelor’s degree and 1 year of experience
• 1+ years experience in Hardware/Application Support (diagnosis/remediation, access password reset, application install)
• 1+ years experience with Incident/Request work (analysis, documentation)
• 1+ years experience with Mobile Device Management (provision, reset, remote wiping)
• Effective written and oral communication skills

Technologies

• Mobile Device Management

Desired Skills

• ITIL Service Management
• Technical writing experience
• Experience with CRM, ticketing, and ACD systems