Service Desk Analyst
Cynet Systems, Baltimore, MD, United States
Job Description:
Pay Range: $35hr - $40hr
Requirement/Must Have:
Strong troubleshooting skills for hardware and software issues. Experience providing customer-facing technical support. bility to escalate issues appropriately to higher support levels. Experience:
Minimum of 2 years of computer and customer support experience. Prior IT support experience preferred. Government IT experience preferred. Responsibilities:
Monitor and manage the service desk ticket queue. Provide technical support via phone, chat, email, remote tools, or in person. Troubleshoot and resolve common hardware and software issues. Determine appropriate solutions based on customer-reported issues. Escalate complex issues to Level 2 or Level 3 support teams. Configure agency-specific software applications. Maintain accurate records of issues, resolutions, and fixes. Document system changes, improvements, and troubleshooting procedures. Collaborate with IT teams and vendors for application and product support. Create and maintain knowledge base articles for the customer service portal. Should Have:
Strong customer service orientation. bility to work effectively with technical and non-technical users. Skills:
IT service desk support. Hardware and software troubleshooting. Basic networking concepts. Operating system support. Technical documentation. Customer communication. Qualification and Education:
ssociate degree or equivalent combination of education and experience.
Pay Range: $35hr - $40hr
Requirement/Must Have:
Strong troubleshooting skills for hardware and software issues. Experience providing customer-facing technical support. bility to escalate issues appropriately to higher support levels. Experience:
Minimum of 2 years of computer and customer support experience. Prior IT support experience preferred. Government IT experience preferred. Responsibilities:
Monitor and manage the service desk ticket queue. Provide technical support via phone, chat, email, remote tools, or in person. Troubleshoot and resolve common hardware and software issues. Determine appropriate solutions based on customer-reported issues. Escalate complex issues to Level 2 or Level 3 support teams. Configure agency-specific software applications. Maintain accurate records of issues, resolutions, and fixes. Document system changes, improvements, and troubleshooting procedures. Collaborate with IT teams and vendors for application and product support. Create and maintain knowledge base articles for the customer service portal. Should Have:
Strong customer service orientation. bility to work effectively with technical and non-technical users. Skills:
IT service desk support. Hardware and software troubleshooting. Basic networking concepts. Operating system support. Technical documentation. Customer communication. Qualification and Education:
ssociate degree or equivalent combination of education and experience.