Tier 1 Customer Service Analyst

Executive 1 Holding Company, LLC; McLean (VA); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) Matching

PTO

Job summary

Executive 1 Holding Company, LLC is seeking a Tier 1 Customer Service Analyst to provide first-tier IT help desk support on-site for a government customer. The role involves documenting incidents, resolving issues on first contact when possible, and escalating complex cases to Tier 2 as needed.

Candidates should have a High School Diploma or GED and strong verbal and written communication skills. Authorized to work in the United States and able to pass background and drug screening tests are

Qualifications

• Experience providing Tier 1 IT help desk support.
• Strong customer service and communication skills.
• Ability to troubleshoot end-user IT equipment (laptops, docking stations, printers, monitors, mobile devices).

Responsibilities

• Provide first-tier customer-facing support across multiple channels (phone, web, in-person, walk-up, email).
• Document and report incidents and service requests accurately.
• Resolve incidents on first contact when possible; escalate to Tier 2 for advanced issues.

Skills

Customer service

Problem-solving

Verbal and written communication

End-user support

Education

High School Diploma or GED

Tools

Laptops & docking stations

Printers & conference room equipment

Network devices

Job description

Responsibilities

• Provide first-tier customer-facing support for tickets received via multiple contact channels including telephone, web, in-person, walk-up, and email
• Accurately document and report all incidents and service requests received
• Resolve incidents and service requests on the first contact where possible, escalate to Tier 2 when advanced troubleshooting is required
• Provide desk-side visits to end users if remote assistance is not possible or effective
• Track the total-life cycle of all tickets and tasks related to employee/contractor on-boarding, off-boarding, and organizational changes
• Follow up with task owners to ensure tasks are completed prior to a new employee's start date
• Issue and set up new/loaner IT equipment for end users, ship to remote sites as needed
• Image and re-image new and repurposed PCs
• Perform light technical writing and data entry, and assist with documentation management and updates to support internal processes and knowledge base articles
• Work on-site daily with the government customer and HumanTouch leadership
• Tier 1 Customer Service Analyst Work an 8-hour shift between the hours of 6 AM and 7 PM, Monday through Friday

Work Experience Requirements

Tier 1 Customer Service Analysts should possess excellent customer service skills, problem-solving skills, and a broad understanding of the relationships between hardware and software applications. Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices, and assorted peripheral devices.

Other Requirements

• High School Diploma or GED
• Strong verbal and written communication skills
• Authorized to work in the United States
• Ability to pass a Moderate Background Investigation
• Ability to pass a SAMHSA Drug Screening test

Additional Education, Certifications, Or Experience Required

• Prior experience supporting an IT Help Desk as a Tier I Analyst or similar role

Benefits

• Medical, Dental and Vision Coverage
• 401(k) Matching
• PTO