Help Desk Analyst 2 - Crescens Inc.

Job Title: Help Desk Analyst 2
Location: Norfolk, VA
Duration: 9 Months contract

Interviews: Initial Web based IVs conducted but IN PERSON maybe requested if mgr deems necessary Pls make sure your candidate is aware and agrees to being 100% ON SITE from Day One before submitting. Parking: Parking is NOT provided for contractors and there is a monthly fee. Manager will discuss parking costs if selected for an interview
DAY TO DAY/ABOUT THE ROLE:

• Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing 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:

• OTRS Ticket System (or equiv)
• TDX IT Service Management (ITSM) Service Desk tool
• Hands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)