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IT Service Desk Tier I Analyst - Part-time 4pm-9pm M-F  Mount Jackson, VA  Posted: 9/20/2022
Job Description

Job ID#:

7325


Our customer in Mt Jackson, VA is seeking a PT candidate to work on site for 2-3 days a week for 3-4 hours  for a period of 3 months - Apply today. 

  •  The primary responsibilities will be as an IT Service Desk Analyst to provide polite and professional support to external customers and clients. 
  • You will receive, document, and track all incoming customer/user calls for immediate remedy and closure.
  •  You will be accountable for your personal performance regarding metrics and serve as the single point of contact (SPOC) for incidents, including owning the call through closure. 
  • Paid training is provided.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
  • Report directly to the Team Lead/Manager, 
  • Provide timely IT service desk support to contracted clients
  • Use defined procedures for responding to customer calls
  • Collect information from caller and document data elements in designated tool
  • Maintain records of all calls from customers using designated Service Management tool
  • Provide detailed documentation of all steps involved in resolving customer issues
  • Escalate issues to the appropriate department and personnel
  • Investigate, examine, troubleshoot, and solve hardware and software issues quickly
  • Provide support and instruction for client products
  • Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
  •  Unlock and reset passwords for user accounts
  • Resolve issues for clients using designated remote access tool
  • Maintain clear and concise communication with both the client and supervisor
 




 
Job Requirements

 

 QUALIFICATIONS
 EDUCATION AND/OR EXPERIENCE
  • Computer Science or related degree 
  • A minimum of 1-year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.

 CERTIFICATES, LICENSES, REGISTRATIONS
  • A+ certification or equivalent experience with a Geek Squad or European Equivalent
  COMPUTER SKILLS
  • Proficiency in Windows and MS Office Suite applications
  • Solid computer keyboarding, multiple monitor, and touchpad skills
  • General understanding of various software and hardware
   
COMMUNICATION SKILLS, REASONING ABILITY AND/OR MATHEMATICAL SKILLS
  • Excellent written and oral English communication skills
  • Strong problem solving and organizational skills
  • Strong  analytical and problem-solving skills
  • Ability to provide eExcellent customer service  
  •  Ability to adjust and adapt to situations in a timely manner
  • Motivated self-starter, proactive with initiative to work and learn

 #MF1




 

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