Help Desk Analyst - Innovative Company

Help Desk (x2)

Opening number 1: M-F: 6am-2:30pm onsite 2x a week onsite 

Opening number 2: Saturday and Sunday: 6am-6pm remote, Monday and Tuesday 8-5pm onsite

*Must pass Credit Check*

Job Description: The help desk technicians provide customer service by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals.

Manage customer support requests via email and incident management system, escalating as appropriate and following up to resolution

Provide customer service and support to senior level personnel in diagnostic testing and operation of IT hardware or software, primarily performed through response to support requests through the incident management system

Provides resolution to commonly known issues

Logs call and issues into the incident management system, and escalates the calls and issues to Tier 3 support when necessary

May require flexible weekend and/or evening shift work as needed

Must have:

A minimum of three (3) years of related experience

A minimum of two (2) years related experience working on civilian federal government agency contract(s)

Knowledge of networking, Windows 10, desktop and laptop computing equipment and peripherals

Familiarity with Remedy, ServiceNow, or a similar ticket/incident management system

Knowledge of network and local printer troubleshooting and configuration

Knowledge of the following: Citrix, McAfee, MS Office Suite, and internet browsers

**Will need to get their A+ Certification