ALTA IT Services
Help Desk Analyst (Tier 1)
ALTA IT Services, Arlington, Virginia, United States, 22201
ALTA IT has a Long-Term Contract position open for a Help Desk Analyst (Tier 1).
Increase your chances of an interview by reading the following overview of this role before making an application.
Arlington, VA (100% ONSITE)U.S Citizenship or Green Card Required
Technology Service is looking to hire a Tier-1 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 40-hour work week. Monday thru Friday7am - 5pm. (Hours may fluctuate between two shifts)Position responsibilities include, but are not limited to:Deliver Tier-1 Support for in office/remote employeesPrimary function is Phone SupportGreet, submit tickets for Walk-Up support and Scheduled AppointmentsAnswer, validate and triage incoming tickets:
o phone-in Incidents and Requests.o email submitted Incidents and Requests.o self-service ticket submissions routed from Internal Arlington County employees. Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up 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 non-standard computer systems, hardware and software, and internet service providers.Develop/contribute to and maintain Knowledge Articles.Follow up on customer queries with T2 (in-depth 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 Special projects.Primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.Capabilities must include superior customer service skills, excellent communications skills and recent Help Desk experience.ServiceNow ticketing system experience preferred, and Five9 is the IVR/ACD phone system.
Requirements: Must be a High School Graduate or equivalent.CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI Certification a plus.
#M2
Increase your chances of an interview by reading the following overview of this role before making an application.
Arlington, VA (100% ONSITE)U.S Citizenship or Green Card Required
Technology Service is looking to hire a Tier-1 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 40-hour work week. Monday thru Friday7am - 5pm. (Hours may fluctuate between two shifts)Position responsibilities include, but are not limited to:Deliver Tier-1 Support for in office/remote employeesPrimary function is Phone SupportGreet, submit tickets for Walk-Up support and Scheduled AppointmentsAnswer, validate and triage incoming tickets:
o phone-in Incidents and Requests.o email submitted Incidents and Requests.o self-service ticket submissions routed from Internal Arlington County employees. Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up 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 non-standard computer systems, hardware and software, and internet service providers.Develop/contribute to and maintain Knowledge Articles.Follow up on customer queries with T2 (in-depth 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 Special projects.Primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.Capabilities must include superior customer service skills, excellent communications skills and recent Help Desk experience.ServiceNow ticketing system experience preferred, and Five9 is the IVR/ACD phone system.
Requirements: Must be a High School Graduate or equivalent.CompTIA A+, Security + or Network + certification, ITIL Foundations, and HDI Certification a plus.
#M2