IT Helpdesk Analyst

Role : IT Helpdesk Analyst

Location : Crystal City, Arlington, VA ( Onsite)

Duration: 6 months+

JD :

• Deliver a positive IT support and customer service experience for colleagues who are in need of help with computer hardware, software, peripherals, and accounts.
• Daily responsibilities include monitoring and promptly responding to requests received through the internal IT Helpdesk ticketing system.
• Effectively resolve IT support issues, triaging issues, and appropriately identifying requests that should be escalated to higher tiers of support.
• Specific responsibilities and tasks required in this role are:
• Follow-up and update customer status and information via a Helpdesk ticketing system.
• Log all Helpdesk interactions and their resolutions.
• Reset user passwords and accounts
• Escalate to Tier 2 when appropriate to resolve more complex customer issues.
• Adhere to certain Key Performance Indicators to measure overall success individually and as a part of a team. Things That Should Be In Your Background:
• At least 1 year of experience working directly with customers in a service environment.
• Hands on experience with the following IT Systems:
• Google Workspace (formerly Google Apps, G Suite)
• MacOS and Windows operating systems
• Installing, configuring, and troubleshooting software and peripherals on MacOS and Windows

Passion for technology with demonstrated experience