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 received
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 are 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 PCs
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

Benefits:

Medical, Dental and Vision Coverage
401(k) Matching
PTO

Human Touch Llc

Latest Jobs

Tier 1 Customer Service Analyst