Service Desk Analyst
D
DMIIT support
Remote, USFull-TimeJunior
Salary69,528 - 83,434 USD per year
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Job Details
- Experience
- 1-3 years of experience in IT support or help desk roles.
- Required Skills
- Software DevelopmentTroubleshooting
Requirements
- Have a high school diploma.
- Have 1-3 years of experience in IT support or help desk roles.
- Bring knowledge of IT systems, infrastructure, and software development.
- Be familiar with government regulations, compliance, and security standards, including NIST.
- Communicate effectively with stakeholders, team members, and senior management.
- ITIL or CompTIA A+ certification is a plus.
Responsibilities
- Authenticate callers and create tickets with relevant user information.
- Document ticket details, including descriptions, screenshots, replication steps, and error messages.
- Guide users through application navigation and system functionality.
- Resolve common and recurring issues, including profile creation, travel requests, expense reports, reports, access roles, and system errors.
- Assign complex tickets to Tier 2 for advanced research and resolution.
- Provide users with ticket numbers and status updates.
- Notify users of outages or service-impacting events.
- Refer users to training materials or documentation after walking them through relevant processes.
- Assess urgency and impact to establish ticket priority and determine whether to escalate issues.
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