Tier 1 Analyst # Security Clearance

Position: Tier 1 Analyst ID# 18055161 with Security Clearance
Job Summary:

Tier I Service Desk Analyst - Cincinnati, OH Belcan is seeking qualified, creative, and customer-focused Tier I Service Desk Analyst support our Honeywell client under the Honeywell FMT contract. The Tier 1 Analyst provides support for preparedness, and maintaining organizational computer systems, desktops, and peripherals. Each Tier 1 Analyst provides technical support that includes but is not limited to installing, diagnosing, repairing, maintaining, and upgrading organizational hardware and equipment while ensuring optimal workstation performance.

The Tier 1 Analyst will also troubleshoot problem areas via phone, email, webticket, or chat in a timely and accurate fashion, and provide IT assistance to federal and contract employees in a Windows environment where required. We are seeking candidates that have strong communication skills, are customer service focused, and who can work in a fast-paced environment under minimal supervision.

The position is 100% remote work, candidate will need to have their own reliable internet.

Job Duties:

Key Responsibilities:

* Be aware of & adhere to all current company and client policies.
* Deliver excellent customer service and professionalism with every interaction.
* Document all interactions in detail in the assigned ticketing tool, including all troubleshooting steps taken.
* Be ready to handle calls or offline as directed by the leadership team. Process offline work efficiently, minimizing unproductive time.
* Make a best effort to first contact resolve every issue or request by using all provided policy & troubleshooting resources during each interaction.
* Successfully resolve common hardware (e.g. laptop, desktop, printer, VoIP telephony, etc.) & software problems (e.g. Microsoft Office, Win
11, VPN, Active Directory, customer specific software applications, etc.) the majority of the time.
* Triage issues that cannot be resolved at the Service Desk & escalate to the correct support teams. Â
• Work well as a team and with co-workers.
* Stay informed about changes made in the clients organization & knowing how those changes impact job duties.
* Using ITIL best practices, correctly assign urgency and impact to Incidents.
* Adapt to a rapidly changing environment.
* Help to maintain the in-house knowledgebase.
* Ability to work independently & effectively while maintaining good team interactions.
* Partner with team members to ensure phones are covered during breaks, lunches, etc.
* Perform related tasks as needed or assigned.
* Be available to cover holidays as needed (typically 1-3 holidays per year).

Required Qualifications:

* Required Experience/

Skills:

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• Must have at least one of the following:
* 2 years technical support experience w/ demonstrated tech support experience.
* Associates degree or higher in a Technology field Additional experience/skills Â
• Minimum 1 year of customer service experience.
* Must be able to pass a full background check
* Experienced working with & supporting Microsoft Desktop Applications, such as MS Office.
* Ability/willingness to do company travel to obtain necessary tools. Typically 1 trip.
* Proficient troubleshooting skills and ability to resolve issues efficiently and effectively while minimizing the downtime to end users.
* Able to professionally and effectively communicate with a dynamic customer base
* Identify, troubleshoot, and resolve any hardware, software or other technical issues.
* Follows instructions and pre-established guidelines to perform the functions of the job.
* Works independently and under immediate supervision.
* Team-oriented and skilled in working within a collaborative environment and has a keen attention to detail.
* Good written, oral, and interpersonal communication skills
* Customer service oriented with a high ability to effectively prioritize and execute tasks in a high-pressure environment
* Must be a U.S. Citizen Preferred

Qualifications & Skills:

* Previous contact center experience handling phone calls and/or offline interactions. Â
• Related HDI and/or ITIL certifications.
* CompTiA A+ Certification
* Experience with Service Now ITSM system.
* Physical Requirements…