The MIL Corporation · 3 days ago

Tier I Service Desk Analyst (Help Desk Support Specialist I)

Washington, DC

Full-time

Hybrid

Entry Level

$45K/yr - $55K/yr

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Financial ServicesInformation Services

Work & Life Balance

Insider Connection @The MIL Corporation

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Responsibilities

Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications

Assist all users with any logged IT-related incident when called upon

Conduct problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible

Accurately record, update and document requests using the IT service desk system

Install and configure new IT equipment

Resolve incidents and upgrade different types of software and hardware

Resolve incidents with printers, copiers and scanners

Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner

Participate in the Annual Performance Review Process

Actively support equality and diversity policies of The MIL Corporation and The Library of Congress

Qualification

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Documentation ManagementTechnical SupportTraining AttendanceVerbalWritten CommunicationProblem-SolvingTeam PlayerAdaptabilitySelf-MotivatedContinuous LearningCompTIA A+ Certification

Required

Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization

Ability to take ownership of issues, escalating incidents to other support teams where necessary

Highly motivated team player with the skills and ability to manage changing priorities

Ability to create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient

Willingness to attend internal training as necessary to keep up to date with the latest technology and internal system processes

Ability to undertake other necessary duties not specifically stated without altering the nature or level of responsibility