GovCIO · 2 days ago

Senior Service Desk Analyst

Arlington, VA

Full-time

Hybrid

Entry, Mid Level

$85K/yr - $95K/yr

0+ years exp

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ConsultingIT Infrastructure

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Responsibilities

Resolves technical problems and answers queries by telephone, e-mail, or by other electronic means in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing guidelines and prescribed solutions. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Responsible for investigating and identifying computer hardware and software related problems.

Effectively communicates step-by-step solutions to end-users.

May need to communicate with software and hardware specialists for solutions.

Records solutions into database for other Help Desk professionals.

Redirects issues to appropriate resource if necessary.

Must be knowledgeable of current technological issues and advancements.

Qualification

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ClearanceMicrosoft OfficeProcess improvementHelp Desk SOPsCommunicationCollaborationCritical thinkingProblem resolutionTeamworkServiceNowTier 3 Help Desk SupportCustomer InteractionProblem-Solving