IT Help Desk Specialist (Tier1)

Business Technology Integrators (BTI) Government Contracting Company in Upper Marlboro, MD is seeking and  experience Help Desk Specialist Tier 1 this is a Remote position.

We are currently seeking an experienced, motivated, and customer service-oriented Tier I Help Desk Analyst to join our team.

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.
• 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 maybe broad nature, requiring orginality and innovation in determining how to accomplish tasks. 

REQUIREMENTS:

• Associates degree with at least 1 year experience or at least 3 years of relevant work experience in lieu of degree.
• Comprehensive knowledge in Information Technology service delivery.
• Must be a U.S. Citizen.
• Must be able to obtain a Public Trust.

DESIRED:
A certification or higher, HDI or ITIL certifications.