Help Desk Analyst - Remote

Overview

The Help Desk Analyst provides information system support for government Public Building System (PBS) servers, networks, applications, and devices, focusing on resolving issues while delivering excellent customer service.

In Short

• Provide Tier 1 technical support via email, phone, and chat.
• Resolve issues in a timely manner.
• Maintain user accounts and perform user maintenance.
• Create and respond to Help Desk tickets in ServiceNow.
• Run diagnostics to troubleshoot customer issues.
• Escalate complex issues as necessary.
• Follow up with customers for issue resolution.
• Adhere to agency and contract policies.
• Work shifts from 7:30 am to 7:00 pm EST.
• Occasional on-site presence may be required.

Requirements

• BS/BA from an Accredited College.
• 5+ years of help desk experience.
• Flexibility to work shifts until 7 PM ET.
• Proficiency with Windows computers.
• Excellent verbal and written communication skills.
• Detail-oriented with accurate note-keeping.
• Ability to de-escalate situations.
• Capability to focus in a remote work environment.

Benefits

• Flexible work arrangement.
• Full-time W2 position.
• Equal-opportunity employer.
• Comprehensive benefits package.
• Background check required.