Tier I Help Desk Analyst

KeenLogic

Alexandria, VAFull-timeSeen 1w agoSeen in employer's feed 6 days ago

Alexandria, VAFull-timeNo compensation foundSeen 1w agoSeen in employer's feed 6 days ago

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At a glance

Compensation

No compensation found

Location

Alexandria, VA

Schedule

Full-time

Work Authorization

Not specified

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Requirements

Credentials this posting asks for.

Bachelor's degree

Job overview

KeenLogic seeks a self‑motivated Tier I Help Desk Analyst to provide call‑center support for a mixed Intel and Apple workstation environment in Alexandria, VA. The full‑time, onsite role involves assisting customers in person or by phone, handling routine issues such as password resets and workstation remediation, and escalating complex problems to higher‑level teams.

Skills & qualifications

RequiredNice to have

Skills

Hardware/Application SupportIncident/Request AnalysisMobile Device ManagementEffective CommunicationITIL Service ManagementTechnical WritingCRM/Ticketing/ACD Systems

Qualifications

Bachelor’s Degree1 Year Experience

Full job description

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. 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.

Qualifications

Bachelor’s degree and 1 year of experience.

Required 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

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