Help Desk - Tier I

This is a fully remote position, open to applicants in United States.

📋 Description

• Candidates must be eligible to obtain and sustain a Public Trust security clearance.

• A minimum of 3 years of professional experience in Help Desk support is required.

• A Bachelor’s degree in information technology or equivalent experience is necessary.

• Experience as a Help Desk Analyst specifically supporting Microsoft applications is essential.

• Proven experience in providing support for major business productivity applications, including but not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and various Microsoft applications.

• Experience in delivering Tier 1 Help Desk support is required.

• Proficiency with ServiceNow Help Desk is mandatory.

• Must remain current with ServiceNow best practices.

• A strong focus on customer service is essential.

• Exceptional written and verbal communication skills are required.

• Attention to detail is a must.

⛳️ Requirements

• Provide Tier 1 technical support as the primary point of contact for all IT-related inquiries and end user requests.

• Deliver software support assistance, including but not limited to: password resets.

• Account unlocks.

• General troubleshooting for software and hardware issues.

• Installation and configuration of desktop applications.

• Support for user customizations.

• Respond to and investigate questions regarding software features.

• Troubleshoot and resolve operational incidents, such as local printing configurations.

• Address website access issues.

• Assist with configuration of both wireless and wired network connections.

• Promptly and effectively resolve end user technical issues.

• Review, manage, and maintain the Tier 1 ticket queue to ensure timely and effective issue resolution.

• Monitor incoming support request tickets and create tickets for every customer interaction that is not already documented in ServiceNow.

• Ensure all tickets adhere to company configuration management policies regarding ticket escalation, routing, and closures.

• Receive, track, and support all IT Service, Unified Communications (including external and internal audio, video, and web conferencing support), and user workstation/desk move, add, and change support requests.

• Utilize company-provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.

• Respond to and manage multiple alternative communication channels, including voice messages, email, and intranet portal self-service requests.

• Track, manage, and provide monthly updates on Help Desk utilization.

• Create problem tickets to monitor similar incidents and identify trends.

• Prioritize and organize incoming support requests to ensure timely resolution in line with established Service Level Agreements (SLAs), maintaining accountability for meeting response and resolution targets.

• Attend training sessions as requested.

• Consistently maintain a high level of customer satisfaction and professionalism.

• Perform other duties as assigned.

🏝️ Benefits

• Must be able to obtain and maintain a Public Trust security clearance.

• 3+ years professional Help Desk experience.

• Bachelor’s degree in information technology or equivalent experience.

• Must have experience as a Help Desk Analyst supporting Microsoft applications.

• Experience providing support for major business productivity applications, including but not limited to: Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications.

• Experience providing Tier 1 Help Desk support.

• ServiceNow Help Desk experience required.

• Keep up to date on ServiceNow best practices.

• Customer service driven.

• Excellent written and verbal communication skills.

• Must be detail oriented.