Help Desk Analyst
Systems Engineering Solutions Inc Defunct, Alexandria, VA, United States
Years of Experience:
3
years of experience
Education Requirements:
Bacehlor's degree in IT, Computer Science, or related discipline
Program Description:
The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description:
Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.
Responsibilities:
* Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.
* Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.
* Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.
* Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.
* Escalates more complex problems to Tier 2 for support.
* Utilize knowledge-based articles to support troubleshooting.
* Provide courteous, professional, and timely communication to users.
* Set user expectations for issue resolution and follow up to ensure satisfaction.
Years of Experience:
3
years of experience
Education Requirements:
Bacehlor's degree in IT, Computer Science, or related discipline
Program Description:
The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description:
Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.
Responsibilities:
* Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.
* Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.
* Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.
* Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.
* Escalates more complex problems to Tier 2 for support.
* Utilize knowledge-based articles to support troubleshooting.
* Provide courteous, professional, and timely communication to users.
* Set user expectations for issue resolution and follow up to ensure satisfaction.
Required Skills:
*
Bachelor's degree in IT, Computer Science, or related discipline or two additional years of experience if no degree
* 3+ years of help desk or related experience
*
Public trust security clearance
Preferred Skills
*
CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills:
*
Organizational Skills:
Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
*
Team Work:
Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
*
Communications:
Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
*
Quantitative Management:
Ability to determine process measures and track to determine process effectiveness and efficiency.
*
Results oriented : Able to drive things forward regardless of personal interest in the task.
SES provides a competitive salary and the following benefits:
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance
3
years of experience
Education Requirements:
Bacehlor's degree in IT, Computer Science, or related discipline
Program Description:
The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description:
Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.
Responsibilities:
* Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.
* Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.
* Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.
* Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.
* Escalates more complex problems to Tier 2 for support.
* Utilize knowledge-based articles to support troubleshooting.
* Provide courteous, professional, and timely communication to users.
* Set user expectations for issue resolution and follow up to ensure satisfaction.
Years of Experience:
3
years of experience
Education Requirements:
Bacehlor's degree in IT, Computer Science, or related discipline
Program Description:
The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.
Position Description:
Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.
Responsibilities:
* Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.
* Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.
* Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.
* Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.
* Escalates more complex problems to Tier 2 for support.
* Utilize knowledge-based articles to support troubleshooting.
* Provide courteous, professional, and timely communication to users.
* Set user expectations for issue resolution and follow up to ensure satisfaction.
Required Skills:
*
Bachelor's degree in IT, Computer Science, or related discipline or two additional years of experience if no degree
* 3+ years of help desk or related experience
*
Public trust security clearance
Preferred Skills
*
CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills:
*
Organizational Skills:
Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.
*
Team Work:
Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.
*
Communications:
Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.
*
Quantitative Management:
Ability to determine process measures and track to determine process effectiveness and efficiency.
*
Results oriented : Able to drive things forward regardless of personal interest in the task.
SES provides a competitive salary and the following benefits:
Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance