Help Desk Analyst 2

Audley Consulting Group (ACG) is seeking a full time Tier 2 Help Desk Analyst to support our Federal Government customer at the client location in Rockville, MD.

Duties and Responsibilities:

• Answer Help Desk phones and email inquiries and provide Tier 2 Support to internal users on a variety of issues.
• Respond to telephone calls, emails, and personnel requests for technical support.
• Documents, tracks, and monitors requests to ensure a timely resolution of all inquiries.
• Analyze, troubleshoot, and test client solutions.
• Handle heavy call volume.
• Escalate inquiries to Tier 3.
• Be able to work a flexible schedule.

Education and Years of Experience:

• High School Diploma
• 1 to 3 years of demonstrably successful customer service background.
• Help Desk experience preferred.

Required Skills:

• Strong customer service background
• Excellent verbal and written communications skills
• Excellent interpersonal skills, especially the ability to listen and understand what is being described.
• Willingness to ask questions and learn quickly.
• Able to clearly explain ambiguous concepts.
• The flexibility to work within a team or independently.
• Basic understanding of computer terms and customer service operations.
• Working knowledge of IT ticketing systems is a plus.