Help Desk Analyst Tier 1 -US Citizen

BTI; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

BTI, un leader en intégration technologique pour le gouvernement, recherche un Analyste Help Desk Tier I (niveau intermédiaire) pour soutenir le Département de l'Énergie. Ce poste, basé à distance, exige une expertise technique solide, accompagnée d'une expérience en service client et support technique. Les candidats doivent posséder un Baccalauréat et au moins 5 ans d'expérience pertinente, avec des certifications souhaitées comme A+ ou ITIL.

Qualifications

• Minimum 5 ans d'expérience dans un rôle similaire.
• Connaissance approfondie de la livraison de services IT.
• Capacité d'obtenir un Public Trust.

Responsibilities

• Diagnostiquer les problèmes à travers des discussions avec les utilisateurs.
• Répondre aux demandes de support technique par téléphone et email.
• Documenter les problèmes des utilisateurs via le système de tickets ServiceNow.

Skills

Problem solving

Communication

Technical support

Education

Bachelor's Degree

Job description

Business Technology Integrators (BTI) is a Government Contracting company located in Upper Marlboro, MD. We are seeking an experienced, motivated, career and customer service-oriented Tier I Help Desk Analyst (Mid Level) to join our team in support of the Dept. of Energy. This position is remote and must be a US Citizen.

Duties:

1. Respond to and diagnose problems through discussion with users.
2. Ensure a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
3. Provide support to end users on a variety of issues.
4. Identify, research, and resolve technical problems.
5. Respond to telephone calls, email, and personnel requests for technical support.
6. Document user issues through the ServiceNow ticketing system and escalate as required.
7. Provide first-tier support to end users for PC, server, or mainframe applications or hardware.
8. Interact with network services and software systems engineering teams to restore service and/or identify and correct core problems.
9. Handle assignments that may be broad in nature, requiring originality and innovation.
10. Contribute to deliverables and performance metrics.

Qualifications

Required:

• Must possess a Bachelor's Degree plus at least 5 years of relevant work experience or equivalent years of experience in lieu of degree.
• Comprehensive knowledge of Information Technology service delivery.
• Must be able to obtain a Public Trust clearance.

Desired:

• A+ Certification or higher preferred.
• HDI or ITIL certifications preferred.

What is your citizenship/employment eligibility? *