What are the responsibilities and job description for the Tier I Help Desk position at KeenLogic?
KeenLogic is currently looking for a talented and self-motivated Tier I Helpdesk Analyst with the ability to work in challenging, consultative, and collaborative team environment based out of Alexandria, VA. This position is completely remote.
The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business application. The candidate will be responsible for assisting customers when they call into or walk into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account/workstation unlocking, basic workstation remediation) during the call. Where required the Tier I candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support.
Qualifications – High School Diploma and 2 years’ experience.
Required Skills
- Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)
- Incident/Request (Analysis, Documentation)
- Mobile Device Management (Provision, Reset, Remote Wiping)
- Effective written and oral communication skills
Desired Skills
- ITIL Service Management
- Technical Writing Experience
- CRM/Ticketing/ACD Systems
