Tier I/II Help Desk Analyst - 1252

Washington, DC
May 03, 2017
May 23, 2017
Full Time

The MIL Corporation seeks a Tier I/II Help Desk Analyst to support a Federal Government client at one of our Washington, DC locations. The Tier I/II Help Desk Analyst will provide telephone, email and remote support for 600+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics.

• Answer phone, retrieve email and voicemail messages and record into Footprints Incident tracking system; create tickets for all issues reported to the help desk
• Provide Tier I/II Information Technology services across multiple hardware and software platforms
• Communicate and escalate technical issues that cannot be resolved at the Tier I/II level based upon department operations and procedures to Tier III as necessary; priority to resolve tickets at the lowest Tier level possible
• Communicate with the end user regarding incidents or requests that should be submitted through their corresponding footprints tickets; all attempts/instances of contact with end users should be documented immediately after the attempt has been made
• Determine priority/urgency based on problem information and guidelines
• Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members
• Consistently apply customer service best practices
• Consistently and diligently work all assigned tickets throughout the overall lifecycle (i.e., ensure they are pending contact w/reason, in progress, etc.)
• Verify with the customer the problem has been resolved before resolving the ticket
• Stay informed about specific application and system changes as well as policy and procedure changes that affect the Support Center and supported users
• Contribute to institutional knowledge of the help desk staff members by creating and/or updating knowledgebase articles in the Footprints system
• Document asset/inventory records for all changes to end user hardware devices (i.e. laptop or iPhone deployments)
• Maintain a clean work environment in the help desk room (cubicle as well as work benches and storage rooms)
• Establish and maintain effective and positive working relationships with all IT Staff and customers
• Other duties as assigned

Required Qualifications
• HS/GED, AA/AS desired
• Excellent verbal and written communication skills
• Experience in IT or a customer service related field

Desired Qualifications
• Formal education or experience in an Information Technology discipline
• Experience with ITIL processes, and ITSM systems (such as Footprints or Servicenow)
• Experience with managing assets/inventory


Public Trust

The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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