Tier I Help Desk Analyst — Hybrid IT Support & Career Growth

MIL Corporation; Washington (District of Columbia); Hybrid; USD 45,000 - 55,000; Full time

Job summary

The MIL Corporation seeks a Tier I Service Desk Analyst (Help Desk Support Specialist I) to support a Federal government client at a Washington, DC Metropolitan area location. The role currently requires a hybrid schedule.

Responsibilities include diagnosing and resolving software/hardware incidents, assisting users, and maintaining service records, while upholding a high level of customer service. Requires HS/GED and CompTIA A+; ITIL4 Foundation and HDI certifications are desirable.

Qualifications

• Excellent verbal and written communication with technical and non-technical colleagues
• Ability to own issues and escalate when needed
• Motivated team player with flexibility to changing priorities
• Create and publish support documentation to enable self-sufficiency
• Attend internal training to stay up-to-date with technology and processes
• Willingness to perform duties beyond stated scope
• CompTIA A+ Certification required

Responsibilities

• Diagnose and resolve software and hardware incidents across operating systems and applications
• Assist users with logged IT incidents
• Analyze problems to implement fixes and restore service
• Record, update and document requests in the service desk system
• Resolve incidents and upgrade software/hardware
• Troubleshoot printers, copiers, and scanners
• Maintain high level of customer service and professionalism
• Participate in annual performance review process
• Support equality and diversity policies

Skills

Strong communication

Ownership mindset

Team player

Documentation skills

Training willingness

Adaptability

CompTIA A+ Certification

Education

HS/GED

ITIL4 Foundation

HDI Support Center Analyst

HDI Customer Service Representative

Job description

The MIL Corporation seeks a Tier I Service Desk Analyst (Help Desk Support Specialist I) to support a Federal government client at a Washington, DC Metropolitan area location. The role currently requires a hybrid schedule.

Responsibilities include diagnosing and resolving software/hardware incidents, assisting users, and maintaining service records, while upholding a high level of customer service. Requires HS/GED and CompTIA A+; ITIL4 Foundation and HDI certifications are desirable.