Job Description:
• Must be able to obtain and maintain a Public Trust security clearance.
• 3+ years professional Help Desk experience.
• Bachelor’s degree in information technology or equivalent experience.
• Must have experience as a Help Desk Analyst supporting Microsoft applications.
• Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications.
• Experience providing Tier 1 Help Desk support.
• ServiceNow Help Desk experience required.
• Keep up to date on ServiceNow best practices.
• Customer service driven.
• Excellent written and verbal communication skills.
• Must be detail oriented.
Requirements:
• Provide Tier 1 technical support as the central point of contact for all IT-related inquiries and end user requests.
• Providing software support assistance, to include but not limited to: Password resets.
• Account unlocks.
• General software and hardware troubleshooting.
• Installation and configuration desktop applications.
• Supporting user customizations.
• Answering and researching questions about the software’s features.
• Troubleshooting and resolving operational incidents, such as local print configurations.
• Resolving website access issue.
• Assisting with wireless and wired network connections configuration assistance.
• Resolve end user technical issues promptly and effectively.
• Reviewing, managing and maintaining the Tier 1 ticket queue to ensure timely and effective issue resolution.
• Monitor incoming support request tickets and create tickets for every customer interaction that does not already exist in ServiceNow.
• All tickets will follow company configuration management policies for ticket escalation, ticket routing, and ticket closures.
• Receive, track, and support all IT Service, Unified Communications (external and internal audio, video, and web conferencing support) and user workstation/desk move, add, and change support requests.
• Will use company provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.
• Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests.
• Track, manage, and provide monthly update on Help Desk utilization.
• Create problem tickets to track like incidents and raise the trend.
• Prioritize and organize incoming support requests to ensure timely resolution in alignment with established Service Level Agreements (SLAs), maintaining accountability for meeting response and resolution targets.
• Attend provided training as requested.
• Will always maintain a high level of customer satisfaction and professionalism.
• Other duties as assigned.
Benefits:
• Must be able to obtain and maintain a Public Trust security clearance.
• 3+ years professional Help Desk experience.
• Bachelor’s degree in information technology or equivalent experience.
• Must have experience as a Help Desk Analyst supporting Microsoft applications.
• Experience providing support for major and business productivity applications, which include but are not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications.
• Experience providing Tier 1 Help Desk support.
• ServiceNow Help Desk experience required.
• Keep up to date on ServiceNow best practices.
• Customer service driven.
• Excellent written and verbal communication skills.
• Must be detail oriented.