IT Help Desk - Tier 1 (Federal)

Overview Help Desk Analysts provide IT support for more than 22,000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email, chat and web/intranet. Help Desk Analysts use remote assistance to support customers if the customer\'s PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems or requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Analysts research questions using available information resources, including an IT Help Desk knowledge base and follow existing Standard Operating Procedures (SOPs). Responsibilities Provide IT support for hardware and software issues, diagnosing and resolving routine problems. Receive and respond to support requests via phone, email, chat, and web/intranet. Use remote assistance when the customer\'s PC is connected to the network. Create, modify, and close tickets in ServiceNow; escalate to Tier 2 or Tier 3 when issues cannot be resolved at Tier 1. Research questions using available information resources, including the IT Help Desk knowledge base. Follow Standard Operating Procedures (SOPs) and ensure proper closeout of tickets after resolution. Schedule, location and mobility Help Desk services are required 24 hours a day, seven days a week, 365 days a year. Work is on a 40-hour-per-week schedule according to a calendar established by the IT Help Desk Manager and Supervisors. Analysts are currently remote due to COVID-19 but may be required to work on site in White Oak, MD as directed. Analysts must be prepared to switch dynamically between remote and on-site work as needed. Work Experience and Education Work Experience Requirements: Demonstrate core competencies of communication, leadership, ability to drive change, innovative thinking, and problem analysis. Possess proven excellent customer service skills and experience with call tracking or problem management software, including detailed documentation. Excellent problem-solving skills and a broad understanding of the relationships between hardware and applications. Knowledge of basic PC troubleshooting and Windows 7 and Windows 10. Professional attitude, company focus, strong work ethic, and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities. Ability to obtain Public Trust security clearance. Ability to work shift work, including overnights and weekends to support 24/7/365 operations. Education Requirements: High School Diploma or GED. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates without MOS certification must commit to being fully certified within 30 days of hire. As an equal opportunity employer, Symposit LLC guarantees that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Symposit LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable laws. Symposit LLC participates in E-Verify. For more information please visit: #J-18808-Ljbffr