Job Details

Job Title: Service Desk Analyst (Hybrid)

Location: Baltimore, MD

Duration: Fulltime

Job Description:

The Client is seeking an IT Service Desk technician to serve as the first point of contact for customers seeking technical assistance via remote support technologies. The Help Desk Tech will perform troubleshooting with customers and determine the best solution for technical issues and queries.

Responsibilities may include but are not limited to:

• Monitor the Service Desk ticket queue and assist with all aspects of technical support via phone, chat, email or in person.
• Determine the best solution based on the issue and details provided by customers
• Determine when to escalate issues to level 2/3
• Configure "agency specific" software
• Isolate and diagnose common hardware/software problems
• Maintain records of repairs and fixes for future reference and updates of procedures
• Document changes and improvements
• Ability to work with other IT professionals as needed for product/application support
• Create and maintain KB articles in the Customer service portal.

• Knowledge of the interrelationship of systems and hardware and information technology operations.
• Knowledge of basic network-based communications.
• Skill in installing, repairing, and troubleshooting software and hardware
• Ability to analyze, apply logic and solve technology problems.
• Ability to establish and maintain effective working relationships with vendors, management, technical co-workers, support specialists, and IT users.
• Ability to write detailed technical reports and analyses.
• Ability to troubleshoot common operating systems issues.

• Associate degree.
• Two years of computer and customer support
• Verbal and written communication skills.
• Previous IT experience in government is preferred.