Help Desk Analyst

Years of Experience: 3 years of experience

Education Requirements: Bacehlor's degree in IT, Computer Science, or related discipline

Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description: Responds to end-user requests for technical assistance by phone, email, or ServiceNow system.

Responsibilities:

· Serves as the first point of contact for government end users and external partners, providing technical assistance via phone, email, voicemail, and self-service portals.

· Troubleshooting and resolving common software, account, and connectivity issues, escalating complex incidents to Tier 2, and maintaining accurate ticketing in ServiceNow.

· Supports productivity applications, remote connectivity tools, and contribute to knowledge management to enhance first-call resolution and user self-service.

· Responsible for initial troubleshooting and incident identification/documentation for tickets assigned within required SLAs.

· Escalates more complex problems to Tier 2 for support.

· Utilize knowledge-based articles to support troubleshooting.

· Provide courteous, professional, and timely communication to users.

· Set user expectations for issue resolution and follow up to ensure satisfaction.

Requirements

Required Skills:

· Bachelor’s degree in IT, Computer Science, or related discipline or two additional years of experience if no degree

· 3+ years of help desk or related experience

· Public trust security clearance

Preferred Skills

· CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred

Soft Skills:

· Organizational Skills: Can plan and prioritize work. Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard. Good attention to detail.

· Team Work: Able to enthuse and maintain project interest. Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way.

· Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context. Excellent active listening skills.

· Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.

· Results oriented : Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance