Tier 1 Analyst

Job Description

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Job Summary:

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Tier I Service Desk Analyst - Cincinnati, OH

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Belcan is seeking qualified, creative, and customer-focused Tier I Service Desk Analyst support our Honeywell client under the Honeywell FMT contract. The Tier 1 Analyst provides support for preparedness, and maintaining organizational computer systems, desktops, and peripherals. Each Tier 1 Analyst provides technical support that includes but is not limited to installing, diagnosing, repairing, maintaining, and upgrading organizational hardware and equipment while ensuring optimal workstation performance. The Tier 1 Analyst will also troubleshoot problem areas via phone, email, webticket, or chat in a timely and accurate fashion, and provide IT assistance to federal and contract employees in a Windows environment where required. We are seeking candidates that have strong communication skills, are customer service focused, and who can work in a fast-paced environment under minimal supervision.

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The position is 100% remote work, candidate will need to have their own reliable internet.

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Job Duties:

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Key Responsibilities:

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• Be aware of & adhere to all current company and client policies.
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• Deliver excellent customer service and professionalism with every interaction.
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• Document all interactions in detail in the assigned ticketing tool, including all troubleshooting steps taken.
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• Be ready to handle calls or offline as directed by the leadership team. Process offline work efficiently, minimizing unproductive time.
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• Make a best effort to first contact resolve every issue or request by using all provided policy & troubleshooting resources during each interaction.
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• Successfully resolve common hardware (e.g. laptop, desktop, printer, VoIP telephony, etc.) & software problems (e.g. Microsoft Office, Win11, VPN, Active Directory, customer specific software applications, etc.) the majority of the time.
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• Triage issues that cannot be resolved at the Service Desk & escalate to the correct support teams. · Work well as a team and with co-workers.
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• Stay informed about changes made in the clients organization & knowing how those changes impact job duties.
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• Using ITIL best practices, correctly assign urgency and impact to Incidents.
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• Adapt to a rapidly changing environment.
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• Help to maintain the in-house knowledgebase.
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• Ability to work independently & effectively while maintaining good team interactions.
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• Partner with team members to ensure phones are covered during breaks, lunches, etc.
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• Perform related tasks as needed or assigned.
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• Be available to cover holidays as needed (typically 1-3 holidays per year).
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Required Qualifications:

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• Required Experience/Skills: · Must have at least one of the following:
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• 2 years technical support experience w/ demonstrated tech support experience.
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• Associates degree or higher in a Technology field
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Additional experience/skills · Minimum 1 year of customer service experience.

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1. Must be able to pass a full background check
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2. Experienced working with & supporting Microsoft Desktop Applications, such as MS Office.
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3. Ability/willingness to do company travel to obtain necessary tools. Typically 1 trip.
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4. Proficient troubleshooting skills and ability to resolve issues efficiently and effectively while minimizing the downtime to end users.
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5. Able to professionally and effectively communicate with a dynamic customer base
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6. Identify, troubleshoot, and resolve any hardware, software or other technical issues.
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7. Follows instructions and pre-established guidelines to perform the functions of the job.
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8. Works independently and under immediate supervision.
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9. Team-oriented and skilled in working within a collaborative environment and has a keen attention to detail.
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10. Good written, oral, and interpersonal communication skills
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11. Customer service oriented with a high ability to effectively prioritize and execute tasks in a high-pressure environment
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12. Must be a U.S. Citizen
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Preferred Qualifications & Skills:

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• Previous contact center experience handling phone calls and/or offline interactions. · Related HDI and/or ITIL certifications.
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• CompTiA A+ Certification
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• Experience with ServiceNow ITSM system.
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• Physical Requirements Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force to lift, carry, push, pull or otherwise move objects, including the human body. Position involves sitting most of the time.
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Compensation:

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We provide a competitive pay and benefits package. This position is offering a salary range of pay range Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

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Belcan is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

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