Help Desk Analyst (.807)
CNSI - Charleston, WV

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Provide support for HUD HITS National Help Desk Data Center.
  • Provides technical support to customers for a wide range of
computer-related issues.
  • Actively listens to customer problems.
Analyzes problems and troubleshoots problems.
  • Recommends solutions to solve problems.
  • Follows-up with customer to ensure problem has been
resolved.
  • Updates the knowledge base with process changes and
recommended solutions.
  • Responsible for ensuring timely process
through which problems are controlled.
Includes problem recognition,
research, isolation, resolution, and follow-up steps.

Required Skills:
Primary Skills:
  • Requires experience and understanding of technical infrastructure.
  • Is able to resolve less complex problems immediately, while more complex problems are escalated for resolution.
  • Will use the problem management database and help desk system.
  • Escalates more complex problems to Senior Level.
  • Responsible for transmitting customer satisfaction surveys to clients and conducts follow-up.
  • At the direction of leadership, performs corrective action regarding surveys.

CNSI - 20 months ago - save job - block