Help Desk Analyst Tier 1 -US Citizen

BTI; Upper Marlboro (MD); Remote; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a motivated Tier I Help Desk Analyst to provide exceptional customer service and technical support. This role involves diagnosing and resolving user issues, ensuring timely problem control, and documenting incidents through the ServiceNow ticketing system. The ideal candidate will have a Bachelor's Degree and at least 5 years of relevant experience, with a strong knowledge of IT service delivery. This remote position offers the opportunity to work in a dynamic environment, supporting the Department of Energy and contributing to performance metrics. If you are passionate about technology and customer service, this role is perfect for you.

Qualifications

• 5+ years of relevant experience in IT service delivery.
• Ability to obtain a Public Trust clearance.

Responsibilities

• Diagnose and resolve user issues through discussions.
• Provide first-tier support for PC, server, or mainframe applications.

Skills

Customer Service

Problem Solving

Technical Support

Communication Skills

Education

Bachelor's Degree

Tools

ServiceNow

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 Dept. of Energy. This position is (Remote) and must be a US Citizen.

Duties:

1. Responds to and diagnoses problems through discussion with users.
2. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
3. Provides support to end users on a variety of issues.
4. Identifies, researches, and resolves technical problems.
5. Responds to telephone calls, email, and personnel requests for technical support.
6. Documents user issues through the ServiceNow ticketing system and escalates as required.
7. Provides first-tier support to end users for either PC, server, or mainframe applications or hardware.
8. Interacts with network services and software systems engineering teams to restore service and/or identify and correct core problems.
9. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
10. Contributes to deliverables and performance metrics.

Qualifications

Required:

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

Desired:

1. A+ Certification or higher desired.
2. HDI or ITIL certifications desired.