TechIcon is looking for a Service Desk Analyst to support a federal customer in a 24x7 environment the DC Metro area. The candidate will serve as the first line of defense, responsible for initial triage, troubleshooting, analysis and resolution of reported issues.

Location: Arlington, VA

Job Type: Full-Time | Shift Work (24x7) OVERNIGHT 11PM-7:30AM

Experience Level: 1-2 years of experience.

MUST BE A US CITIZEN

Be able to obtain a Public Trust Clearance

Duties and Responsibilities:

· Answer service desk calls/emails and provide Tier I/Tier II support to users on a variety of issues.

· Log and prioritize calls using Genesys and ServiceNow.

· Document, track and monitor each issue to ensure a timely resolution.

· Work within service level agreements (SLAs).

· Ability to handle heavy call volume.

· Possess experience with Windows Operating Systems.

Requirements:

The candidate must:

· Maintain a professional and patient demeanor while interacting with customers.

· Possess strong customer service and communication skills (written & verbal).

· Possess strong technical/troubleshooting skills.

· Ability to handle heavy call volume.

· Ability to escalate issues if necessary.

· Be a team player and flexible.

· Possess excellent interpersonal skills with the ability to easily comprehend/simplify technical jargon for end users.

· Possess excellent ticket management skills.

· Possess ServiceNow knowledge or some other ticket tracking system.

· Experience using MS Office Suite (e.g. MS Outlook, MS Teams, MS Excel, MS PowerPoint, One Note, OneDrive, etc.)

Job Type: Full-time

Pay: Up to $50,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Paid time off
Tuition reimbursement
Vision insurance

Work Location: In person

Techicon Inc.

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