Address
Form of workHelp Desk Analyst (junior-mid level)
Active TS/SCI Clearance w/full-scope Polygraph is required
SUMMARY
The Help Desk Analyst is responsible for providing high quality customer service interactions with the company's end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and IT concerns with the use of their strong technical knowledge of hardware and software. This person will work independently, and as part of a team, to deliver outstanding service and support.
RESPONSIBILTIES
REQUIREMENTS
NICE TO HAVES
Active TS/SCI Clearance w/full-scope Polygraph is required
SUMMARY
The Help Desk Analyst is responsible for providing high quality customer service interactions with the company's end user population via the telephone and email. They will facilitate and resolve a wide variety of requests, inquiries and IT concerns with the use of their strong technical knowledge of hardware and software. This person will work independently, and as part of a team, to deliver outstanding service and support.
RESPONSIBILTIES
- Serves as the initial point of contact, globally for access to the Enterprise IT environment. Interacts with IT users to resolve technical issues; responds to queries and completes service requests that originate by phone, web-based portals, email or other methods.
- Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
- Reads, writes, and implements standard operating procedures and technical documentation.
- Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
- Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures.
- Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
REQUIREMENTS
- 1-3 years of experience as a Help Desk Analyst, Service Desk Analyst or a similar Technical Support role
- Experience providing both Tier 1 and Tier 2 technical support
- Proficiency providing support to Microsoft Office applications
- Outstanding verbal and written communication skills
- TS/SCI with Polygraph Required
NICE TO HAVES
- Linux system administration experience
- Experience with Xacta
- Experience configuring log shippers (Syslog, NxLog)
- Knowledge of Linux commands to perform devops functions
- Arcsight, Elasticsearch, Kibana, Splunk
