Tier I Help Desk Analyst

KeenLogic; Alexandria (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

KeenLogic is seeking a Talented Tier I Analyst to provide on-site call center support in Alexandria, VA. The role involves assisting customers in person or by phone in a fast-paced, consultative team setting, with a focus on basic technical helpdesk tasks.

The position is full-time and onsite, Monday through Friday, with responsibilities including password resets, account unlocks, and basic workstation remediation, escalating more complex issues to Tier II or eBusiness teams as needed.

Qualifications

• Bachelor's degree and 1 year of experience.
• 1+ years of experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install).
• 1+ years of experience with Incident/Request (Analysis, Documentation).
• 1+ years of experience with Mobile Device Management (Provision, Reset, Remote Wiping).
• Effective written and oral communication skills.

Responsibilities

• Provide call center support for a predominantly PC-based environment and Apple workstations.
• Resolve routine issues (password resets, account/workstation unlocking, basic workstation remediation) during calls.
• Escalate to Tier II or eBusiness teams for more complex support as needed.

Skills

Hardware support

Application support

Password reset

Access management

Incident analysis

Documentation

Mobile device management

Communication skills

Education

Bachelor's degree

Tools

CRM systems

Ticketing/ACD systems

Job description

KeenLogic is currently looking for a talented and self-motivated Tier I Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA.

This position is full-time and onsite, Monday- Friday.

The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business application. The candidate will be responsible for assisting customers when they call into or walk into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account/workstation unlocking, basic workstation remediation) during the call. Where required the Tier I candidate will elevate to the Tier II team or the eBusiness team for more detailed level of support.

Qualifications

• Bachelor's degree and 1 year of experience

Required Skills

• 1+ years of experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)
• 1+ years of experience with Incident/Request (Analysis, Documentation)
• 1+ years of experience with Mobile Device Management (Provision, Reset, Remote Wiping)
• Effective written and oral communication skills

Desired Skills

• ITIL Service Management
• Technical Writing Experience
• CRM/Ticketing/ACD Systems

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