What are the responsibilities and job description for the Help Desk Analyst position at Apollo ITS?
Job Title : Help Desk Analyst
Duration : 4 Months
Location : Norfolk, VA
Work Arrangement : Onsite
Type : Contract
Note :
Interviews : Initial Web based IVs conducted but IN PERSON maybe requested if mgr deems necessary.
Job Description :
Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break / fix instructions, ticket routing and escalation to Level 2 and Level 3 support.
May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.
Level 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem.
Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
Required Skills :
OTRS Ticket System (or equiv)
TDX IT Service Management (ITSM) Service Desk tool
Hands on exp w / basic support and troubleshooting (such as password resets, printer configs, break / fix instructions, ticket routing).
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