Technical Support - Help Desk Analyst (Level 1) at Trigyn Technologies Inc

Immediate long term contract opportunity for Technical Support - Help Desk Analyst with direct client in Arlington, VA.

Trigyn's direct government client in Arlington, VA has requirement for Help Desk Analyst - Tier 1 (ONSITE). The particulars of the opportunity are below:

Description:
The client is looking for a Help Desk Analyst to respond to phone, portal, email submitted Incident and Request tickets for its Technical Solutions Center (TSC).

Position responsibilities include, but are not limited to:
• Deliver Tier-1 Support in office
• Answer, validate and triage incoming:
• Phone-in Incidents and Requests from internal employees.
• Email submitted Incidents and Request from internal employees.
• Self-service ticket submissions routed from internal employees.

• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Identify and perform First Contact Resolution tickets.
• Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware, and software.
• Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.
• Develop/contribute to and maintain Knowledge Articles.
• Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.
• Provide support and follow up for specifically assigned tasks.
• Work on DTS and Special projects.

Our client operates primarily in a Windows environment and Office 365 with a combination of Laptops, Desktops, and Mobile Devices. Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience.

The department processes its tickets via ServiceNow.

Requirements:
• Must be a High School Graduate or equivalent.
• CompTIA A+, Security + or Network + certification HDI Certification a plus.
• ITIL Foundation a plus.

This is a hybrid position for a 40-hour work week.
• Monday thru Friday
• 7am - 5pm. (Hours may fluctuate between two shifts)

TRIGYN IS AN EQUAL OPPORTUNITY EMPLOYER

About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 Certified. Trigyn is an E-Verify® Employer.