Service Desk Analyst Tier 1

Service Desk Analyst Tier 1

Job Location s: US-DC

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Category:
Customer Service/Support

Position Type:
Regular Full-Time

FLSA Status:
Non-Exempt

The Service Desk Tier 1 technician shall be responsible for answering calls related to customer IT incidents or requests. Tier 1 technicians shall be responsible for responding to and resolving IT Service Desk tickets in a timely manner. The persons assigned to this function will work directly with end users either remotely or at the customer’s location until the incident or request is resolved or escalated.

• Analyze incidents or problems, identify root causes, diagnose, troubleshoot, and resolve a range of medium to complex software, hardware, and connectivity issues.
• Respond to and resolve IT Service Desk tickets promptly.
• Support end users with software and hardware incidents and requests remotely, effectively analyze, troubleshoot, resolve, track, and when necessary, re‑assign tickets to the appropriate office or staff member using Remedy.
• Ask probing questions, research, analyze, and rectify problems, resolving minor incidents or problems when identified.
• Enter all IT‑related calls into a ticketing database and, if the incident or request cannot be resolved at the Tier 1 level, assign or re‑assign the ticket to the appropriate office or staff member.

• General understanding and knowledge of the Microsoft computing environment.
• At least 2 years of experience resolving and recording software and hardware customer incidents and requests.
• At least 2 years of experience effectively analyzing, troubleshooting, researching, resolving, tracking, documenting, and when necessary escalating customer incidents and requests to the appropriate office or staff member using Remedy.
• At least 2 years working knowledge of and experience with PCs, laptops, tablets, peripherals, and related hardware technologies;
  Microsoft Windows XP, Windows 7, Windows 10, the latest version of Microsoft Office and a host of other commonly used software.
• CompTIA A+ certification is required for this position.

• Must possess a good understanding of basic networking technologies, e‑mail systems, remote desktop applications, desktop applications, IT troubleshooting techniques, and possess good written and oral communication skills.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi‑line telephone system.

None.

As a condition of employment, the applicant must pass a pre‑employment drug screening, as well as have acceptable reference and background check results. The Tatitlek Corporation gives hiring, promotion, training and retention preference to Tatitlek shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.

As an equal opportunity employer, The Tatitlek Corporation recognizes that our strength lies in our people. Discrimination and all unlawful harassment, including sexual harassment, in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment.

We support and obey laws that prohibit discrimination everywhere we do business.