Help Desk Analyst 2 (Onsite)
: Job Details :

Job Title: Help Desk Analyst 2 (Onsite)Location: Norfolk, VADuration: 12+ MonthsJob Description:

• Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticketrouting and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.
• A Level 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

Skills: SkillRequired / DesiredAmountof ExperienceOTRS Ticket System (or equiv)Required1YearsTDX IT Service Management (ITSM) Service Desk toolRequired1YearsHands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)Required2Years