Help Desk Analysts provide IT support for over 22000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customer’s PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledge base.
Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.
Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors. Help Desk analysts work on site in White Oak, MD and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.
WORK EXPERIENCE REQUIREMENTS
Help Desk Specialist should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. They should posses proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills. Excellent problem solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance. Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.
Help Desk Specialists should have a HS Diploma or GED. CompTIA A+ (IT Technician Designation) certificate required and Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.