The Tier 1 Help Desk Analyst provides technical assistance and support to end-users for hardware, software, and systems via phone. This role involves troubleshooting computer issues, answering questions, and escalating complex problems to Tier 2 support. The position requires strong customer service skills, excellent communication, and the ability to work in a team environment. This is a 100% on-the-phones position, password resets and application support.
Location: Washington, District of Columbia, Pennsylvania, United States,
Responsibilities:
- Provide technical assistance and support to end-users for hardware, software, and systems via phone.
- Investigate and resolve computer software and hardware problems.
- Answer questions, applying knowledge of computer software, hardware, systems, and procedures.
- Research problems and find solutions by collaborating with technical and non-technical co-workers.
- Guide users through diagnostic procedures using diagnostic software or by providing instructions over the phone.
- Create and escalate trouble tickets to Tier 2 Service Desk staff and/or 3rd Party Service Providers as needed.
- Follow quality standards and display strong customer service skills.
- Work effectively in a team environment.
- Complete assigned tasks.
- Reset or restore mainframe, LAN and User IDs and passwords through RACF or Active Directory.
- Diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
- Research and update reference publications and diagnostic aids to resolve end-user issues.
Required Skills & Certifications:
- 1+ years of IT Service Desk and/or Call Center experience.
- Experience with call tracking and ticketing software.
- Attentive to details and ability to be resourceful (using supplied documentation).
- Ability to support users with limited knowledge of computers, software, hardware, and systems.
- Above average communication skills and telephone manner.
- Excellent organizational skills.
- Basic User & Security Group Active Directory administration.
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365.
- Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation).
- Self-motivated with a focus on providing excellent customer service.
Preferred Skills & Certifications:
- 2-year associates degree or equivalent technical study.
Special Considerations:
Scheduling:
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