Microsoft Support Analyst (Tier 1)

The Support Analyst will join a team to support the Helpdesk function through customer service, toll-free telephone line, secure email, and live web-based chat. Responsibilities include:  

• Providing user-facing technical help desk support for case managment system and complaint portal.  
• Supporting application navigation, access assistance, password or account issues, and coordination for password resets, lockouts, and multi-factor authentication failures. 
• Maintaining a searchable self-service knowledge base, user guides, troubleshooting information, frequently asked questions, and quick-reference materials.
• Providing monthly SLA reporting: documenting ticket volume and severity, acknowledgment and resolution performance, escalation history, status-update compliance, customer satisfaction, corrective actions, and service trends. 
• Ensuring that all helpdesk activities comply with USDA security policies and procedures.
• Identifying opportunities for improving the user experience and system functionality, and provide recommendations for enhancements.
• Performing scheduled testing of new features to offer feedback and confirmation of intended functionality.

The projected compensation range for this position is $85K - $100K annualized (USD). The final salary offered will generally fall within this range and is determined by various factors, including but not limited to the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as internal pay equity, location, contract-specific affordability and other organizational requirements.

• 1-2 years of experience supporting IT systems, preferably on federal government programs. 
• Proven experience in a Tier 1 analyst role, independently working with end users and technical support staff. 
• Knowledgable on the use of Microsoft technology.
• Proficiency providing customer service reports, updating web content, and logging system administration activities.
• Proven experience performing triage and root cause analysis to determine orgin of issues.
• Experience managing Severity 1 Helpdesk incidents. This includes periodic resoution of technical issues outside of regular business hours.   
• Must satisfy Federal background check and be a .

• Associate degree or bachelor degree in information technology, computer science, computer engineering, or related field.
• Microsoft, CompTIA or equivalent technical certification.
• Experience providing support for Microsoft Power Platform solutions.