Tier Desktop Support 1 Analyst

Description:

The Desktop Support Tier 1 Analyst is responsible for providing first-level Service Desk support services to all users of Military Health Systems (MHS) which requires familiarity with the supported applications and desktop support within the MHS environment and hardware and software technical expertise.

Responsibilities:

• First-level support of all inbound calls, generating an Incident for all new issues.
• Accurately logging, ticketing, and tracking/owning all incidents.
• First contact resolution of desktop issues or follow proper escalation procedures
• Provide accurate, timely, and professional resolution on all supported issues.
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all Incidents.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Efficiently and accurately resolving all assigned Incidents.
• Identify and document Incident resolution and support knowledge.
• Timely and accurate completion of all assigned duties.
• Maintain dependable attendance and schedule adherence.

Skills:

• Strong critical thinking skills that facilitate expedient problem solving
• Strong communication skills
• The ability to effectively communicate technical matters to a non-technical audience
• Hardware/software maintenance skills
• Ability to multitask while staying focused in a fast-paced competitive environment
• Proficient with Microsoft Office
• Proficient with Windows 10 operating system
• Knowledge of mobile devices
• Experienced in the use of remote access applications
• Able to work in a team environment
• Able to resolve technical issues within the policies and guidelines provided
• Excellent customer service skills

Requirements:

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program
• Security+ Certified
• Microsoft Certified IT Professional (MCP)
• 2 to 3 years of recent experience in a help desk/desktop support environment
• Ability to work in a 24/7/365 environment including holidays
• Familiar with Service Desk support methodology
• 4 years of progressive experience with BS Degree in Computer Science, MIS, or related field/equivalent experience
• Relevant technical certifications preferred
• ITIL v4 Foundations certification
• HDI certification preferred
• ServiceNow experience is a plus

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