Service Desk Analyst

Service Desk Analyst I

The Service Desk Analyst I serves as the first point of contact for our Company and our customers’ day to day IT related requests in a 24/7/365 call center environment. This position could support one, or both, of the client’s TSD (Technical Service Desk) tier 1 or ASD (Account Service Desk for Automated Commercial Environment (ACE) application) tier 2 environments providing Analyst I level support.

Primary job functions include providing high level customer service to resolve all first level IT related issues, isolates problems, determine and implement solutions as well as diagnosis and dispatch to additional support staff. Qualified candidates must be self-motivated, organized, and have strong customer service skills. This position handles requests for support relating to the remote access and repair of personal computers, printers, servers, related systems, and access to these systems.

The role is classified as “Essential.” A brief explanation: Adverse Weather Emergency Employees, [who may be referred to by the Office of Personnel Management (OPM) and/or other Government Agencies/Activities by other terms], are those employees who perform essential duties which ensure the continuity of vital medical functions, public and Agency safety functions, national defense functions or other critical operations/functions that are required to continue regardless of weather conditions.

Responsibilities:

· Provide remote technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

· Respond to email messages, web inquiries, and or phone calls for customers seeking help

· Logs all request into the Government tracking system (ServiceNow)

· Adds new users to the network and specifies their directory structures and system access, troubleshoots network usage and peripheral issues, resolves LAN connectivity issues and maintains LAN and internet connections

· Troubleshoots hardware and software problems, assists users with desktop applications and provides user training

· Utilizes support applications to track user requests from trouble ticket generation to resolution

· Escalates problems to other network or system support personnel when a problem is not easily identified and corrected in a timely manner

· Provides first-level telephone, email, and web support for computer systems, which may include software, hardware, and telecommunication systems

· Follow up with customers to ensure issue has been resolved

· Gain feedback from customers about computer usage

· Run reports to determine malfunctions that continue to occur

Knowledge and skills:

· Strong customer service focus

· Excellent listening skills

· Working knowledge of basic hardware and software systems

· Working knowledge of Microsoft products such as Outlook, Word, Excel, etc.

· Basic remote troubleshooting skills and the use of remote troubleshooting applications

· Detail oriented and well organized

· Ability to multitask

· Self-motivated

· Multilingual (Spanish, English) a plus

Education and work experience:

· High School Diploma

· Certificate in Computer or IT related area of study or equivalent preferred

· One to two years industry experience, support center or helpdesk preferred

· MCSA (Microsoft Certified Systems Administrator) preferred

· A Certification preferred

Clearance Requirement: Must pass a DHS/CBP background Investigation

Location: This position will be based at the customer site in the Northern VA area, Orlando FL, or San Antonio Texas. The position is currently remote provided that the candidate has sufficient space in the home and High-Speed Internet, and can get to the local CBP office within an hour. At any time, candidate may be asked to report to the local office.