Tier I Help Desk Analyst

Location: Alexandria, VA, United States; full-time onsite, Monday–Friday

Company

Provides customer service center and technical support operations.

What you will do

• Provide call center and walk-in support to customers.
• Resolve routine issues such as password resets, account and workstation unlocking, and basic workstation remediation.
• Support an environment consisting of Intel-based PCs, Apple workstations, and custom business applications.
• Diagnose and remediate hardware and application issues, including application installation.
• Analyze and document incidents and service requests.
• Escalate complex issues to Tier II or the eBusiness team.

Requirements

• Bachelor’s degree and 1 year of experience.
• At least 1 year of hardware and application support experience.
• At least 1 year of incident and service request analysis and documentation experience.
• Experience with mobile device management, including provisioning, resets, and remote wiping.
• Effective written and oral communication skills.

Nice to have

• ITIL Service Management knowledge.
• Technical writing experience.
• Experience with CRM, ticketing, or ACD systems.

Culture & Benefits

• Challenging, consultative, and collaborative team environment.
• Full-time onsite schedule from Monday through Friday.