IT Service Desk

Must be able to obtain a DHS Public Trust 4-12 Week Process MUST HAVES

Bachelor’s & 3+ yrs OR Associates & 5+ yrs OR 8+ yrs total

Tier 2 Service Desk Analyst experience

Experience with Active Directory, VPN/Networking, Remote Support (Bombgar)

Ability to handle 20+ tickets/day – technical issues

Serve as first contact for users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing

Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support

Demonstrate strong attention to detail, problem solving, and a desire to provide outstanding customer support

Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts

Youll Bring These Qualifications: 

Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 10), Microsoft Office products, and various Internet browsers to include Internet Explorer and Mozilla Firefox