Service Desk Analyst (Tier 1 / Tier 2)
Trigyn
Full-time | Contract
Arlington, VA
Job description
Job Description: Service Desk Analyst (Tier 1 / Tier 2)
Position Id:
J0226-0045
Job Type:
6-12 months (contract)
Country:
United States
Location:
Arlington, VA
Pay Rate:
Open
Contact Recruiter:
703-454-2948
Job Description:
Trigyn's direct govt. client has an urgent contract opportunity for a Service Desk Analyst (Tier 1 / Tier 2) in Arlington, VA (HYBRID).
The client operates primarily in a Windows environment using Office 365, with a mix of laptops, desktops, and mobile devices, utilizing ServiceNow for ticket management.
Description:
The client is looking for a Tier-1/Tier-2 Service Desk Analyst to provide technical support to internal employees. The role involves responding to incidents and requests through various channels and requires both in-office and remote troubleshooting.
Work schedule is HYBRID : The position is regular 40 hour week, Monday through Friday, with hours ranging from 7 am to 5 pm, located at 2100 Clarendon Blvd, Arlington, VA (Courthouse Metro).
- Must be a High School Graduate or equivalent.
- MUST BE be proficient using ServiceNow
- Experience using Five9 is desired
- CompTIA A+, Security + or Network + certification HDI Certification a plus.
- ITIL Foundation a plus.
Role and responsibilities:
The analyst will deliver Tier-1 support by answering and triaging incidents and requests via phone, email, and self-service portals, escalating issues as needed, and providing Tier-2 support including hardware and software troubleshooting, installations, and remote assistance. They will also contribute to knowledge articles and support technology integration projects.
Position responsibilities include, but are not limited to:
- Answer, validate and triage incoming:
- Phone-in Incidents and Requests from Internal employees.
- Email submitted Incidents and Request from Internal employees.
- Self-service ticket submissions routed from Internal employees.
- Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
- Identify and perform First Contact Resolution tickets.
- Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of client standard computer systems, hardware, and software.
- Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.
- Develop/contribute to and maintain Knowledge Articles.
- Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.
- Provide support and follow up for specifically assigned tasks.
- Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting
- Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
- Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems
- Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Utilize ServiceNow to create, update, and close incident and service requests
- Assist with configuration and support for agency issued mobile devices
- Provide excellent customer service,
- Serve as a technical expert and liaison to ACG Department clients and contract staff
For Immediate Response send your resume to [email protected]
Trigyn-8181
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 27001:2022 and CMMI Level 5 certified company.