Help Desk Analyst
Company DescriptionSynectics is a customer-focused information management services firm that offers its customers data-driven solutions associated with the following core competencies: IT Modernization, Research & Statistical Analysis, Data Analytics, and Knowledge Management & Data Visualization. We are a woman-owned small business (WOSB) that is ISO 9001:2015 and ISO 27001:2013 certified and appraised at CMMI-3. Our office is located in Arlington, VA, near the Rosslyn Metro. Synectics offers a competitive salary and an impressive full benefits package that includes employee medical and dental, 401k, company paid life and short/long term disability insurance and paid leave. along with an environment that supports professional development and growth.Job DescriptionSynectics is seeking a Help Desk Analyst to support our government client located in Rockville, MD. Under supervision of the Help Desk Lead, the Help Desk Analyst will assist with technical problems, providing guidance and recommendations and normally works closely with the client.Job Responsibilities: * Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users.* Uses automated information systems to analyze routine situations.* Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.* Resolves problems or contacts more senior technical support as necessary.* Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.* Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts. * Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.* Assists in solving problems within general guidelines and applies a wide range of techniques and resources to detect, identify and eliminate user problems.* Documents the established procedures used to perform repetitive but complex tasks.* Establishes and maintains comprehensive records of work performed.* Produces reports for a wide variety of purposes.* Operates computer terminals used for remote job entry and data set.* Provides technical assistance to the computer operations staff and user community.QualificationsKnowledge & Experience Requirements:* High School Diploma* Minimum 2 years working on a project IT Help Desk or IT Call Center with an understanding of how to answer, resolve, and/or escalate a customer ticket.* Experience with receiving (Phone, Email, Live Chat) and annotating call information in the ticket system.Required Skills:* Strong work ethic with a sense of commitment and accountability, ability to build professional relationships with honesty and integrity.* Excellent communication, customer support, and presentation skills.* Ability to obtain and maintain a position of Public Trust as a Federal government contractor.Additional Information.Synectics is an Equal Opportunity Employer. We offer a competitive salary and an impressive full benefits package that includes employee medical and dental, 401k, company paid life and short/long term disability insurance and paid leave. along with an environment that supports professional development and growth. Our hiring process is 100% online.