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Supporting the Most Exciting and Meaningful Missions in the World
Service Desk Analyst IThe Service Desk Analyst I provides Level 1 remote technical support to PAE employees and program customers for software/hardware incidents and requests as they relate to maintenance of desktop computers and related systems. This position reports to the Service Desk Manager.Responsibilities- Answer incoming calls to the Service Desk
- Provide first line response for users requiring assistance with issues relating to PC's, applications and basic network communications
- Resolve problems reported by phone and record problem and resolution details in the ticketing system
- Assign proper ticket priority for incoming issues
- Provide basic support for office productivity applications such as Microsoft Office, e-mail, and other Line of Business software as assigned
- Provide basic administration of user accounts and passwords
- Escalate more involved problems to the appropriate Tier 2 support team
- Minimum 1 year experience in a Help Desk/Call Center environment
- Excellent communication, written and verbal is a MUST
- Excellent customer service skills is a MUST
- Knowledge of networking basics, Microsoft Office, and email
- Working knowledge of Active Directory
- College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment
- IT Certifications (Microsoft, CompTIA, etc.) preferred
- Customer Service
- Planning & Organizing
- Problem Solving
- Time Management
Vacancy expired!