Tier 1 Help Desk Analyst-289
The MIL Corporation - Washington, DC

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Summary

The Tier 1 Help Desk Analyst will be responsible for providing support to 800+ end users, performing troubleshooting and problem resolution, escalating technical issues as necessary and recording support incidents in the Remedy tracking system.

Responsibilities

  • Provide telephone, email and remote support for 800+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics
  • Answer phone, retrieve email and voicemail messages and record into Remedy Incident tracking system
  • Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary
  • Accurately and thoroughly document all incidents in the Remedy Incident tracking system
  • Communicate with the end user regarding their incident
  • Determine priority based on problem information and documented guidelines
  • Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within the team
  • Consistently apply customer service best practices
  • Consistently and diligently work all assigned tickets (i.e. ensure they are pending w/reason, in progress, etc)
  • Verify with the customer the problem has been resolved before resolving the ticket
  • Stay informed about specific application and system changes as well as policy and procedure changes that affect the Support Center and supported users
  • Establish and maintain effective and positive working relationships with all IT Staff and customers
  • Make intelligent decisions that are consistent with department and company policies
  • Other duties as assigned
Required Qualifications

  • At least 1 year of experience working in technical support, supporting Windows 7 computers and printers in a domain environment
  • At least 1 year experience supporting MS Office 2010 Suite, Internet Explorer 8/9, and Adobe Acrobat
  • Must have current certification of either CompTIA A+ or Microsoft Certified Professional (MCP), or willing to obtain
  • Very good verbal and written communication skills
Technical Skills

  • A+ Certification
  • MCP Certification
Desired Qualifications

  • 2+ years of experience working in technical support, supporting Windows 7 computers and printers in a domain environment
  • 2+ years of experience supporting MS Office 2010 Suite, Internet Explorer 8/9, and Adobe Acrobat
  • MCITP Certification
  • HDI-SCA Certification
Experience

1+ years of Help Desk

Education

HS/GED

Clearance

Public Trust

The MIL Corporation is an equal opportunity employer.

The MIL Corporation - 19 months ago - save job - block
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