Help Desk Analyst (Level 1)

Plateau Software Inc • Fairfax, Virginia, United States • $48.87k - $71.91k / year • 3d ago

Description:

Job Title: Help Desk Analyst (Level 1)
Location: Fairfax / Tampa / Daleville
Clearance Required: Minimum of a NACI

Position Overview:

Plateau GRP is seeking a Help Desk Analyst (Level 1) to provide Tier 1 technical support for the for a government platform in support of a U.S. Air Force project. The analyst will serve as the first point of contact for end-users, ensuring timely and effective resolution of technical issues while maintaining high standards of customer service.

Key Responsibilities:

Provide Tier 1 technical support to end-users via phone, email, and chat.
Log all incidents in the designated ticketing system with accurate and complete information.
Troubleshoot basic technical issues related to the platform.
Escalate complex incidents to Tier 2 support or other technical teams as needed.
Adhere to established service level agreements (SLAs) for response and resolution times.

Document troubleshooting steps and solutions in the knowledge base to improve future resolution times and support self-service capabilities.

Requirements:

High School Diploma and at least one year of relevant experience
Strong customer service and communication skills.
Experience with ticketing systems and incident tracking.
Basic troubleshooting knowledge of the platform or similar systems (ex. Salesforce).
Ability to work independently and collaboratively in a fast-paced environment.
Familiarity with documenting technical solutions and procedures.
Candidate must be able to pass a government background check for employment, this requires US Citizenship

Preferred Qualifications:

CompTIA A+ Certification (IAT Level I)
2+ years of experience in a help desk or technical support role.

Plateau does not accept unsolicited resumes from third-party recruiters without a signed third-party agreement. Any unsolicited third-party resumes forwarded by recruiters to Plateau or to any of our managers or employees will be considered public information, may be treated as a direct application from the person identified in the resume, and will not be eligible for placement fee payment to the agency.

EOE Statement:

Plateau is an equal opportunity/affirmative action employer; all qualified applicants will receive consideration for employment without regard to age, gender, gender identification, sex, sexual orientation, color, race, creed, national origin, religion, marital status, parental status, citizenship status, ancestry, physical or mental disability, genetic information, veteran status, military status, or any other classification protected by federal, state, or local laws.

Plateau is committed to providing access and reasonable accommodations for individuals with disabilities. If you require reasonable accommodation, please email the Plateau HR Department at hrteam@plateauinc.com

Plateau is a proud Equal Opportunity Employer! (M/F/Disability/Vets)