What are the responsibilities and job description for the Help Desk Analyst Tier-1 position at ASSYST?
ASSYST is seeking a Help Desk Analyst to provide tier 1 support via phone, portal, and email submitted Incident and Request tickets for our client at Arlington, VA.
Job Location: Arlington VA (Hybrid)
Job Schedule: 7AM to 4PM and 8AM to 5PM, Monday thru Friday (40 hours a week)
Job Type: Full Time W2 ‘or’ Contract (Corp to Corp/C2C or 1099)
Responsibilities:
- Deliver Tier-1 support by answering, validating, and triage incoming phone-in incidents and requests from the employees.
- Email submitted incidents, requests, self-service ticket submissions routed from the employees.
- Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up.
- Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of 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.
- Provide support in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices.
- Follow up on customer queries with Tier 2 (in-depth technical support – power user) and Tier 3 (expert product and service support – engineers, architects) teams.
- Processes tickets via ServiceNow.
Requirements:
- Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience.
- Education: Must be a High School Graduate or equivalent.
- CompTIA A , Security or Network certification HDI Certification a plus.
- ITIL Foundation is a plus.
ASSYST Benefits: We are proud to offer a robust benefits package including medical, dental, vision, 401(k) retirement plan, disability insurance, flexible spending accounts and more in order for our employees to maintain a secure work/life balance.
ASSYST is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.
