Help Desk Analyst Tier 1 Jobs

Develop excellent working knowledge of applications required to fulfill job responsibilities

Maintain effective working relationships with stakeholders including program management staff and client sponsors.

Able to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments

Required Education and Work Experience

Provide Help Desk agents with guidance and training based on experience handling progressively complex questions and situations

Manage support ticket resolution times and SLAs

Knowledge of Mac OS, Apple Volume Purchasing, and Casper Management

Experience and knowledge of Microsoft Office 365 (Teams, Word; Excel; Access; Outlook, Edge, PowerPoint).

Have the technical skills to resolve 30 to 50 percent of the problems encountered over the telephone or via electronic communication.

Excellent telephone and people skills.

Ability to manage multiple tasks and projects.

Demonstrated technical experience assisting users and troubleshooting

Confer with staff, users, and management to establish requirements for new systems or modifications.

2+ years experience performing as Helpdesk Technician with hands on knowledge in resolving issues with

Oversee the daily performance of computer systems and applications.

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems,

Engage in continued certification training to improve their skillset.

Proven experience troubleshooting problems ranging from server, network, and PC issues.

Must provide quality customer service skills in all forms of communication.

Document resolutions and build knowledge base articles

Help desk or relevant customer service skills.

Experience with PSA and RMM Tools

Contribute to the change management process; represent the interests of the customer when assessing risk and impact.

Provide local and remote Technical Support Services for end user support on the multiple networks within the agency.

Minimum 3 years of Information Technology (IT) experience.

Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.

Experience installing and supporting workstation hardware and software.

Knowledge of industry standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.

Required Education, Experience, & Skills

Preferred Education, Experience, & Skills

About BAE Systems Intelligence & Security

Knowledge and hands-on experience providing support to users using Windows 7, Windows 8, and other mainstream Microsoft applications

Use remote support software to take control of end-users computers to troubleshoot, diagnose and resolve issues

3+ years of helpdesk experience or working with a helpdesk or IT provider

Diagnose computer errors and triage to determine the urgency of issues

Install, configure and upgrade PC software and operating systems

Facilitate Onsite and escalation support activities

Proficiency in Service Now or equivalent IT service management (ITSM) tools.

Conduct remote troubleshooting and provide clear instructions.

Document technical knowledge in the form of notes and manuals.

Minimum of 2 years of experience in a help desk or IT support role.

Experience in supporting Microsoft Teams and other collaboration tools.

Strong knowledge of computers and how to troubleshoot hardware and software issues on desktops and laptops.

Bachelor's degree in an IT, Business, or related discipline or equivalent experience

Ability to obtain CompTIA Security + Certification within 3 months of joining IPPS-

Rapidly answer frequently asked questions or provide solutions to common problems to optimize support and meet required service levels.

Follow Standard Operating Procedures and provide consultative and analytic problem solving.

Documented all customer interaction along with incident status and solutions.

May require shift work in support of a 12x7 service level excluding Federal holidays and critical incident support on-call if requested.

Mobile Device Management (Provision, Reset, Remote Wiping)

Effective written and oral communication skills

Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)

1+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus

Commit to continuous education, certification, and self-improvement

Provide first level support and problem resolution for incoming calls received via telephone and email through remote and onsite support

Complete daily operational documentation in client knowledge base

Remote in to assist clients with support tools such as N-able and TeamViewer

Excellent written skills to document clear concise notes/documentation for client or internal use

 Escalate problems or tickets to higher level management when required and/or necessary.

 Experienced in the use of remote access applications

 Proven experience as a Help Desk Analyst or other IT support role

2-year Degree (AA) in computer science; or like experience.

Strong critical thinking skills that facilitate expedient problem solving.

 Providing Tier 1 support for all remote access technologies (VPN, Cloud, etc).

Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zen hub, GitHub for support tickets

Manage your own time and deadlines in a remote, project-based environment while working both independently and on distributed teams

Good communication skills in a remote remote working environment

Maintains a strong working knowledge of all internal and external systems and software

Tech support background (1 to 2 years), familiarity researching through GitHub and Confluence documents. Required qualifications:

Ability to manage multiple communication channels