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Tier 1 Help Desk Analyst
Ref No.: 17-00293
Category: Telesis Intranet
Location: Washington, District of Columbia
Position Type:Full-time
Experience Level: 4 Years
Start Date: 08/07/2017
Job Req -Additional Info
Shift Work?:No
Work Schedule: 7:30am - 5:30pm Monday - Friday
Clearance Requirement:Public Trust
Tier 1 Help Desk Analyst
Must be clearable through Public Trust

Functions commonly performed:
•    Field incoming IT requests for service from end users via telephone, email, and walk-ins. 
•    Analyze IT requests for service and perform remediation using Knowledge Base and other sources of information before assigning to appropriate team members.
•    Pick up HelpDesk calls on the first ring.  Responsible for checking the voicemails.  
•    Responsible for checking the HelpDesk inbox first thing each morning and throughout the day to ensure tickets are created for the customers’ issues.  Manually create tickets for issues sent via email, phone call, walk-ins etc.
•    Responsible for assigning tickets; ensure tickets are in the assigned status within 2 hours of receipt.
•    Troubleshoot basic problems in the Microsoft Office Suite as well as other Gallery standard software.
•    Remote support for Gallery users on travel or working from home.
Knowledge/skills: 
•    Excellent customer service skills 
•    Ability to troubleshoot software and basic hardware issues 
•    Knowledge of Windows 7 and 10 
•    Knowledge of basic wireless client troubleshooting 
•    Knowledge of Mac OSX and iOS

Experience:
3 to 4 Years Relevant experience 

Education and Certification:
A+ certification Desired 

Shift information:
7:30am - 5:30pm Monday - Friday