Tier I Help Desk Analyst

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.

Responsibilities

• 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 escalate to the Tier II team or the eBusiness team for more detailed level of support.

Requirements

• Bachelor’s degree and 1 year of experience.
• 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