The Help Desk Analyst provides call center support by answering calls and emails, assisting users with computer-related issues such as logins, resets, and application access. The analyst troubleshoots problems, escalates tickets to tier two support when necessary, and ensures timely and accurate resolution of user inquiries. This role requires strong communication skills and the ability to work effectively in a team environment.
Location:Washington, District of Columbia, United States
Responsibilities:
- Receives telephone calls and e-mails from users having problems using business applications.
- Ascertains the nature of the problem and determines if it is a hardware or application issue.
- Logs issues in the tracking system.
- Escalates issues according to defined procedures.
- Assists users through problem-solving steps.
- Uses technical databases and collaborates with coworkers to research problems and find solutions.
- Makes appropriate use of reference publications and diagnostic aids.
- Assists in coordination of changes, upgrades, and new products.
- Provides accurate and complete answers to general use and administrative environment questions.
- Communicates accurate and useful status updates.
- Manages and reports time spent on all work activities.
- Follows quality standards.
- Works in a team environment.
- Completes assigned tasks.
- Creates ServiceNow incidents for all phone and email requests.
- Runs daily reports and hand delivers the reports or inserts into inter-company mail envelopes for pick-up and delivery.
- Provides assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment.
Required Skills & Certifications:
- Promptly answer help desk phone (3 Years)
- Promptly respond to help desk emails (3 Years)
- Escalate issues to senior staff members by assigning ServiceNow incidents to the appropriate technical resource (3 Years)
- Perform agency computer repairs, as needed (3 Years)
- Install software/updates on agency computers as needed (3 Years)
- Assist senior technical staff as requested with lower level job tasks such as acquiring data and running reports (3 Years)
- Run daily reports and hand deliver the reports or insert into inter-company mail envelopes for pick-up and delivery (1 Years)
- Create ServiceNow incidents for all phone and email requests (1 Years)
- Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment (1 Years)
- Strong communication skills (written and spoken)
Preferred Skills & Certifications:
Special Considerations:
Scheduling:
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