Tier-1 Help Desk Analyst

Location: Hybrid EST Time Zone

US Citizens or LPR candidates only

The position is for a 40hour work week Monday thru Friday 7am 5pm EST (Hours may fluctuate between two shifts)

We are looking to hire a Tier1 Help Desk Analyst to respond to phone portal email submitted Incident and Request tickets for its Technical Solutions Center (TSC).

The position is for a 40hour work week. Monday thru Friday 7am 5pm. (Hours may fluctuate between two shifts)

Requirements:

Must be a High School Graduate or equivalent.

CompTIA A Security or Network certification HDI Certification a plus.

ITIL Foundation a plus.

Windows environment and Office 365 with a combination of Laptops Desktops and Mobile Devices.

Capabilities must include wireless and remote troubleshooting superior customer service skills excellent communications skills and recent Help Desk experience.

ServiceNow ticketing system

Position responsibilities include but are not limited to:

Answer validate and triage incoming:

o phonein Incidents and Requests from Internal County employees.

o email submitted Incidents and Request from Internal County employees.

o selfservice ticket submissions routed from Internal County employees.

Escalate issues to Tier 2 as needed as well as set customer expectations for followup (i.e. when to expect a followup contact and by whom).

Identify and perform First Contact Resolution tickets.

Provide technical information/assistance on configuration setup maintenance and initial troubleshooting of County standard computer systems hardware and software.

Provide best effort support for technical information/assistance on nonstandard computer systems hardware and software and internet service providers.

Develop/contribute to and maintain Knowledge Articles.

Follow up on customer queries with T2 (indepth technical support power user) and T3 (expert product and service support engineers architects) teams.

Provide support and follow up for specifically assigned tasks.

Work on DTS and County Projects and Special projects.

Requirements

• Must be a High School Graduate or equivalent.
  
• CompTIA A Security or Network certification HDI Certification a plus.
  
• ITIL Foundation a plus.