What are the responsibilities and job description for the IT Service Desk / Support Analyst position at Saliense Consulting LLC?
Saliense is a growing Management and Technology Consulting Solutions provider based out of Tysons, VA. We work to solve our client’s toughest challenges within the Defense, Civilian, Financial, and Healthcare industries. Our diverse employees support vital missions for government and commercial customers. For more information, visit www.saliense.com.
Why Saliense?
In addition to providing a fun, energetic environment that promotes innovation and personal growth, we offer excellent compensation packages with plenty of opportunities for advancement. We pay 100% of the premiums for employee Healthcare, including medical, dental, and vision. We offer 401K match and all company contributions are 100% vested immediately. Since we believe in work-life balance so much, we offer 20 days of paid leave per year. Use it as you need it or use it all at once and go travel for a month! There are many more - connect with us to get a preview of the full benefits package.
Role: IT Service Desk / Support Analyst
Location: Onsite in Chambersburg, PA
Position Overview:
The Tier 2 Help Desk Staff provides advanced technical support to end-users for hardware, software, and network issues. This role involves troubleshooting complex problems, collaborating with Tier 1 support, and escalating unresolved issues to higher levels when necessary. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and a commitment to customer service.
Key Responsibilities:
- Serve as Tier 1 / Tier 2 support, answering high volume IT/IM service calls from 2k end users.
- Troubleshoot, resolve, and escalate issues including advanced support for desktops, laptops, printers, software applications, and network connectivity, ensuring timely resolution.
- Document and track all incidents, requests, and resolutions in the ticketing system.
- Develop and maintain technical documentation, FAQs, and user guides.
- Identify recurring issues and recommend solutions to prevent future occurrences.
- Maintain up-to-date knowledge of industry trends and best practices.
Qualifications:
- Associates or higher degree in Information Technology, Computer Science, or related field.
- Minimum of 2-3 years of experience in a technical support role, with at least 1 year in a similar position.
- Strong knowledge of Windows operating systems, Microsoft Office Suite, and common business software.
- Experience with network troubleshooting and basic network configurations.
- Familiarity with ITIL practices and IT service management (ITSM) tools.
- Excellent analytical and problem-solving skills.
- Strong communication skills, both written and verbal.
- Ability to work independently and in a team environment.
***Saliense Consulting LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
