Tier 1 Help Desk Analyst

Kforce has a client in Alexandria, VA that is seeking a Tier 1 Help Desk Analyst responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business applications. They will be responsible for assisting customers when they call into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account unlocking, basic workstation remediation, panel registration, panel ID lookup. Where required, the Tier 1 Help Desk Analyst will escalate to the Tier II team or the eBusiness team for more detailed level of support. Duties:

• Be logged into ACD by 0800 daily ready to take calls until 1700 and ready to work unless otherwise directed and remain on the designated status given by supervisor
• Answer phones
• Create, log support tickets in CRM tool (ServiceNow) for each phone call, email, request for assistance with requisite details
• Escalate tickets to Tier II or other applicable support group
• Respond to customer inquiries using CRM tool (ServiceNow) regarding:
• Coordinate with Command Center Lead for Lessons Learned and additional support documentation
• Attend and complete all VP Facilitator and Program Director trainings and end-to-end testing sessions
• Login to daily training call
• Password resets
• Hardware Related audio and video issues
• Reviewer login support
• Reviewer orientation support
• Testing and validation as needed
• Technology Testing
• Attend daily training
• High School diploma and 2 years of experience
• Experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset

• Effective written and oral communication skills
• Familiar with use of Virtual Private Network (VPN)
• GRFP Panels experience
• SharePoint experience
• Zoom experience