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Urgent! Help Desk Analyst Job Opening In Alexandria Virginia – Now Hiring Systems Engineering Solutions Corporation



Job description

Years of Experience: 3 years of experience


Education Requirements: Bacehlor's degree in IT, Computer Science, or related discipline



Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering.

Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.



Position Description: Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.


 


Responsibilities:


·       Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.


·       Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.


·       Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.


·       Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.


·       Escalates more complex problems to Tier 2 for support.


·       Utilize knowledge-based articles to support troubleshooting.


·       Provide courteous, professional, and timely communication to users.


·       Set user expectations for issue resolution and follow up to ensure satisfaction.


Requirements


Required Skills:


·       Bachelor’s degree in IT, Computer Science, or related discipline or two additional years of experience if no degree


·       3+ years of help desk or related experience


·       Public trust security clearance   



Preferred Skills


·       CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred


 


Soft Skills:


·       Organizational Skills: Can plan and prioritize work.

Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard.

Good attention to detail.


·       Team Work: Able to enthuse and maintain project interest.

Comfortable working both individually and as part of a team.

Prepared to challenge ideas within a group in a constructive way.


·       Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.

Able to present ideas in a variety of ways depending upon audience and context.

Excellent active listening skills.


·       Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.


·       Results oriented: Able to drive things forward regardless of personal interest in the task.



Benefits


SES provides a competitive salary and the following benefits:

  • Medical
  • Dental
  • Vision
  • AD&D
  • STD
  • LTD
  • Company paid Life Insurance
  • 401k with employer contribution
  • Paid Time Off
  • Pet Insurance


Required Skill Profession

Other General



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