Tier I Help Desk Analyst

KeenLogic; Alexandria (VA); Hybrid; USD 42,000 - 52,000; Full time

Job summary

KeenLogic is seeking a talented Tier I Analyst to join our on-site support team in Alexandria, VA. The role focuses on resolving routine workstation issues and providing responsive customer service in a collaborative environment.

Ideal candidates have a Bachelor's degree and at least 1 year of experience in hardware/app support, incident management, and mobile device management. On-site, full-time work Monday–Friday with escalation paths to Tier II as needed.

Qualifications

• Bachelor’s degree and 1 year of experience required.
• 1+ years of experience with hardware/application support (diagnosis/remediation, password reset, application install).
• 1+ years of experience with incident/request (analysis, documentation).
• Experience with Mobile Device Management (provisioning, reset, remote wipe).

Responsibilities

• Provide call center support for a predominantly Windows-based environment with some Apple workstations.
• Resolve routine issues (password resets, account/workstation unlocking) during calls and document actions.
• Escalate complex problems to Tier II or eBusiness teams as needed.

Skills

Hardware/Application Support

Incident/Request Management

Mobile Device Management

Communication skills

Education

Bachelor’s degree

Tools

CRM/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 isfull-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 escalates 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