Help Desk Analyst

Avanciers Inc.; Virginia (MN); On-site; USD 50,000 - 70,000; Part time

Job summary

A leading IT services firm is seeking an IT Helpdesk Analyst to provide excellent support for technical issues. In this mid-senior level role, you will handle customer support requests, troubleshoot problems, and manage ticket resolutions at an onsite location in Arlington, VA. Ideal candidates will have a background in IT support and a strong customer service orientation.

Qualifications

• Experience in IT support and service management.
• Strong communication skills for effective customer interactions.

Responsibilities

• Deliver positive IT support and customer service experiences.
• Monitor and respond to requests via Helpdesk ticketing system.
• Resolve issues and escalate complex problems as necessary.

Skills

Customer service

IT support

Ticketing systems

Problem solving

Job description

Overview

Role: IT Helpdesk Analyst | Location: Crystal City, Arlington, VA (Onsite) | Employment type: Contract | Duration: long-term with the client

Responsibilities

• Deliver a positive IT support and customer service experience for colleagues needing help with computer hardware, software, peripherals, and accounts.
• Monitor and promptly respond to requests received through the internal IT Helpdesk ticketing system.
• Effectively resolve IT support issues, triage issues, and identify requests that should be escalated to higher tiers of support.
• Follow up and update customer status and information via the Helpdesk ticketing system.
• Log all Helpdesk interactions and their resolutions.
• Reset user passwords and accounts as required.
• Escalate to Tier 2 when appropriate to resolve more complex customer issues.

Seniority level

• Mid-Senior level

Job function

• Information Technology

Industries

• IT Services and IT Consulting