Overview
GovCIO is hiring a Service Desk Analyst to support customers at ARPA-H.
Responsibilities
Provide program support as a Service Desk Technician supporting ARPA-H. Deliver excellent customer service and quick resolution of technical issues for customer via chat, email, and deskside support.
Supporting Tier 1 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, notebooks, printers, iPads, and associated peripherals.
Troubleshoot and resolve issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.
Support Microsoft Office 365 and Active Directory products. Document and track customer incidents and requests via ticketing management system by updating troubleshooting and resolution efforts and efficiently escalating tickets to appropriate teams when applicable.
Isolate and resolving issues with individual workstations. Acting as a resource to answer user questions about hardware and software issues
Qualifications
- Bachelor's Degree or equivalent
- 2-5 Years of Experience
- Ability to solve technical issues via telephone, email, and chat
- Ability to learn customer support processes and techniques
- Ability to work well with all teammates and multi-task in a fast-paced environment
- Outstanding analytical and problem solving skills, and excellent customer service
- Excellent Interpersonal, written, and oral communication skills
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