Help Desk Analyst Tier 1 -US Citizen

Business Technology Integrators (BTI) is a Government Contracting company located in Upper Marlboro, MD. We are seeking an experienced, motivated, career and customer service-oriented Tier I Help Desk Analyst (Mid Level) to join our team  in support of Dept. of  Energy. This position is (Remote) and must be a US Citizen.
 

Duties:

Responds to and diagnoses problems through discussion with users.

Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

Provides support to end users on a variety of issues.

Identifies, researches, and resolves technical problems.

Responds to telephone calls, email and personnel requests for technical support.

Document user issues through the ServiceNow ticketing system and escalates as required.

Provides first-tier support to end users for either PC, server, or mainframe applications or hardware.

Interact with network services, software systems engineering teams to restore service and/or identify and correct core problem.

Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

Contribute to deliverables and performance metrics.

Qualifications

Required:

Must possess a Bachelor's Degree plus at least 5 years of relevant work experience or equivalent years of experience in lieu of degree.

Comprehensive knowledge in Information Technology service delivery

Must be able to obtain a Public Trust

Desired:

A Certification or higher desired

HDI or ITIL certifications desired