What are the responsibilities and job description for the Help Desk Analyst position at Sehmi Enterprise Inc?
Audley Consulting Group (ACG) is seeking a full time Tier 1 Help Desk Analyst to support our Federal Government customer at the client location in Rockville, MD.
Duties and Responsibilities:
- Answer Help Desk phones and provide Tier 1 Support to users on a variety of issues.
- Respond to telephone calls, emails, and personnel requests for technical support.
- Documents, tracks, and monitors requests to ensure a timely resolution of all inquiries.
- Analyze, troubleshoot, and test client solutions.
- Handle heavy call volume.
- Be able to work a flexible schedule.
Education and Years of Experience:
- High School Diploma
- 1 to 3 years of demonstrably successful customer service background.
- Help Desk experience preferred but not required.
Required Skills:
- Strong customer service background
- Excellent verbal and written communications skills
- Excellent interpersonal skills, especially the ability to listen and understand what is being described.
- Willingness to ask questions and learn quickly.
- Able to clearly explain ambiguous concepts.
- The flexibility to work within a team or independently.
- Basic understanding of computer terms and customer service operations.
- Working knowledge of IT ticketing systems is a plus.
