Tier 1 Help Desk Analyst: Help Desk Analysts provide IT support for over 18,500 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customer’s PC is connected to the network. Tickets are created, modified and closed in HP-Service Manager; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledgebase.
Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.
Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the Help Desk Manager and Supervisors. Help Desk analysts work on site in White Oak, MD and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.
Help Desk Analysts are required to have completed CompTIA A+ (IT Technician Designation) certification. Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.
Work experience requirements
Help Desk Analyst: Must demonstrate the skills and experience commensurate with the requirements in the general description section above. Must have thorough knowledge and experience of customer service practices. Must be able to obtain Public Trust security clearance and possess strong attention to detail and good interpersonal skills. Must possess strong decision making and problem solving skills, as well as the ability to multi-task in fast-paced dynamic environment.