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
