Help Desk Analyst- (Tier 1) Hybrid

ASSYST is actively seeking for a skilled Tier-1 Help Desk Analyst to respond to phone calls, portal, email submitted Incident and Request tickets, at Arlington VA.
Location: Hybrid (In office/Remote)
The position is for a 40-hour work week.
• Monday thru Friday
• 7am - 5pm. (Hours may fluctuate between two shifts)
Responsibilities:

• Deliver Tier-1 Support in office/remotely (hybrid)
• Answer, validate and triage incoming:
  • Phone-in incidents and requests from internal employees.
  • Email submitted incidents and request from internal employees.
  • Self-service ticket submissions routed from internal employees.
• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Identify and perform First Contact Resolution tickets.
• Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of County 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.
• Develop/contribute to and maintain Knowledge Articles.
• Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.
• Provide support and follow up for specifically assigned tasks.

Operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices. Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience.
Operates its tickets via ServiceNow.
Requirements:

• Must be a High School Graduate or equivalent.
• CompTIA A+, Security + or Network + certification HDI Certification a plus.
• ITIL Foundation 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