What are the responsibilities and job description for the Tier I Help Desk Analyst position at KeenLogic?
KeenLogic is currently looking for a talented and self-motivated Tier I Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is full-time, Monday- Friday.
The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business application. The candidate will be responsible for assisting customers when they call into or walk into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account/workstation unlocking, basic workstation remediation) during the call. Where required the Tier I candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support.
Qualifications
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The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business application. The candidate will be responsible for assisting customers when they call into or walk into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account/workstation unlocking, basic workstation remediation) during the call. Where required the Tier I candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support.
Qualifications
- Bachelor’s degree and 1 year of experience
- 1 years of experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)
- 1 years of experience with Incident/Request (Analysis, Documentation)
- 1 years of experience with Mobile Device Management (Provision, Reset, Remote Wiping)
- Effective written and oral communication skills
- ITIL Service Management
- Technical Writing Experience
- CRM/Ticketing/ACD Systems
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