Help Desk Analyst - Apollo Technology Solutions LLC
Norfolk, VA
About the Job
Job Title: Help Desk Analyst
Duration: 4 Months
Location: Norfolk, VA
Work Arrangement: Onsite
Type: Contract
Note:
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.
Duration: 4 Months
Location: Norfolk, VA
Work Arrangement: Onsite
Type: Contract
Note:
- Interviews: Initial Web based IVs conducted but IN PERSON maybe requested if mgr deems necessary.
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.
- 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).
Source : Apollo Technology Solutions LLC