Tier 1 Customer Service Analyst Job Details Level Entry Job Location Rosslyn VA - Arlington, VA Position Type Full Time Job Category Information Technology Description HumanTouch is looking for a Tier 1 Customer Service Analyst to support our IT Service Desk for a federal government customer.
Responsibilities :
The Tier 1 Customer Service Analyst will :
- Provide first tier customer-facing support for tickets received via multiple contact channels including telephone, web, in person, walk-up, and email
- Accurately document and report all incidents and service requests r;eceived
- Resolve incidents and service requests on the first contact where possible, escalate to Tier 2 when advanced troubleshooting is required
- Provide desk-side visits to end users if remote assistance is not possible or effective
- Track the total-life cycle of all tickets and tasks related to employee / contractor on-boarding, off-boarding, and organizational changes
- Follow up with task owners to ensure tasks completed prior to a new employee's start date
- Issue and set-up new / loaner IT equipment for end users, ship to remote sites as needed
- Image and re-image new and repurposed PC's
- Work on site daily with the government customer and HumanTouch leadership
- Work an 8-hour shift between the hours of 6 AM and 7 PM, Monday through Friday
Work Experience Requirements
TIer 1 Customer Service Analysts should possess excellent customer service skills, problem solving skills, and a broad understanding of the relationships between hardware and software applications.
Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices, and assorted peripheral devices.
Other Requirements
- High School Diploma or GED
- Strong verbal and written communication skills
- Authorized to work in the United States
- Ability to pass a Moderate Background Investigation
- Ability to pass a SAMHSA Drug Screening test
Additional Education, Certifications, or Experience Required
Prior experience supporting an IT Help Desk as a Tier I Analyst or similar role
Qualifications
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