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Flash Group · 3 days ago

IT Help Desk Analyst

Annapolis Junction, MD

Full-time

Onsite

New Grad, Entry Level

$50K/yr - $56K/yr

0+ years exp

FLASH Technology Group is seeking an IT Help Desk Analyst to provide technical support and assistance to users on both classified and unclassified workstations. The role involves delivering Tier 1 customer support, analyzing trouble ticket trends, and maintaining a knowledge database to enhance service delivery.

Information TechnologyPaymentsRetail

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide daily customer service technical support and assistance to users

Deliver Tier 1 customer support and communicate resolutions to customer issues in a professional manner. Track, route, and redirect problems to the appropriate resources

Analyze trouble ticket trends and provide weekly trend analysis and metrics to the Tier 2 team and the Government

Escalate any issues, problems, or suggestions that cannot be resolved by the contractor to the Government Help Desk lead

Log all trouble tickets into the Government-specified ticket tracking tool(s)

Document and communicate resolutions to the end user

Receive, log, track, and analyze issues, problems, and suggestions related to applications via telephone calls, email, in-person contact, and/or the ticketing system

Monitor trouble tickets until the issue is resolved and the ticket is closed

Generate a weekly report of open and unresolved tickets

Create, update, and maintain content within an online knowledge database to catalog and address Frequently Asked Questions (FAQs), and conduct monthly reviews of the Help Desk Support Handbook for accuracy

Maintain and update a repository of known errors, workarounds, and fixes, and provide this information to the Help Desk Service Team to assist in supporting end users

Qualification

TS/SCI with polygraphHelp Desk SupportTroubleshooting IT issuesNetworking (LAN/WAN)A+ certificationBasic hardware knowledgeCOTSGOTS applicationsCommunication skillsWriting skills