OVERVIEW:
The Tier 1 Analyst will be a member of the Service Center team supporting onsite Service Desk Tier 1 Operations as the first line of service support.
GENERAL DUTIES:
- Provides phone, email and chat troubleshooting support for applications, systems, network and other issues reported to the Service Desk (incidents/request) and records all information accurately in the Service Now ticketing tool. May also make outboard service calls to potential customers.
- Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, and ticket documentation according to Service Desk procedural guidelines. Tier 1 Analysts are also responsible for performing incident impact assessments to adequately assess incident priority for expedite handling.
- May be required to work in one or multiple work queues over various customer contact channels.
- When new solutions are derived to resolve issues, Tier 1 Analysts will provide feedback to the Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
- Ensure compliance with all gov’t policies, procedures and timelines for incident/request identification, logging, escalation, resolution and customer email follow up.
- Please note that this position has 1st shift
REQUIRED QUALIFICATIONS:
- BS degree and 5-7 years experience or MS degree and 3-5 years experience or high school diploma/equivalent and 9 years experience
- 1 to 3 years of help desk/service desk experience.
- Must have the ability to accurately document ticketing information with minimal errors and/or rework.
- Must be highly reliable and meet attendance expectations, achieve productivity goals, and manage one’s time.
- Must be able to work on site and weekends/holidays on a rotating schedule.
DESIRED QUALIFICATIONS:
- Comp TIA A+ and/or other entry level IT Certifications
- ITILv3 or ITILv4 Foundation Certification
- Experience using Remedy or ServiceNow CRM
- Experience supporting the Department of State IT environment desired, but not required.
- Strong written and verbal communication skills.
- Attention to detail and a can-do attitude.
CLEARANCE:
