Overview
On Site
Depends on Experience
Contract - W2
Contract - 12 Month(s)
Skills
T1
Helpdesk
Application Support
Job Details
Job Summary:
Client is looking for IT Support Analyst.
Responsibilities:
- Serve as the 1st Point of Contact for clients and customers at Department of Finance
- Perform general troubleshooting with customer via phone contact
- Document client/customer issues and requests, troubleshooting steps, and resolutions via ServiceNow ticketing system
- Route unresolved tickets to appropriate Tier 2 staff
- Follow-up and update clients/customers and internal teams as appropriate
- Follow, review, and update all Service Desk procedures.
- Limited systems administration work
- Diagnose and resolve problems using documented procedures and checklists in the performance of most responsibilities.
- Resolve, escalate and track customer service tickets through to resolution
Skills Required
- 1 year Service/Help Desk experience
- General knowledge of troubleshooting and Tier 1 application support
- Great customer service skills
- Excellent communication skills both written and verbal
- Proficient with MS Office Word and Excel - Demonstrated ability to produce and edit documentation: (e.g. wireframes/ mockups/ prototypes/ report design etc.)
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amount of information with attention to detail and accuracy
- Ability to take initiative, prioritize duties, problem solve, work independently and within a team environment, pay close attention to detail, meet deadlines, do appropriate follow-up
Qualifications:
- 1 year Service/Help Desk experience
- 1 year knowledge of troubleshooting and Tier 1 application support
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.