Service Desk Analyst - Tier 1

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
  
  
  

DKC Group has an immediate opening for a Service Desk (Tier 1) Technician. This position shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT related and Non-IT Related) via the provided Service Desk support management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI (http://www.thinkhdi.com/), best practices and established procedures and processes. Every customer contact will either generate a new Service Request or will be documented in an existing Service Request. Service Requests may be received via telephone, email, web submission, or IM/Chat as appropriate.

Routine Duties/Job Requirements:

• Create service requests and correctly categorize and prioritize submitted requests based on a provided ratings scale.
• Manage service request queues for all support teams
• Tracking calls and service requests including answering phone within 30 seconds 90% of the time
• Troubleshooting of incidents and problems
• Identifying and documenting problem solution(s)
• Following the Knowledge Centered Support (KCS) methodology
• Following Total Contact Ownership methodology
• Communicating with good customer service skills
• Placing/Tracking trouble calls to other service providers
• Creating, modifying, or deactivating user accounts
• Develop and maintain operational & knowledge management documentation in the Service Desk Tier 1 document management system.
• Respond to all assigned calls and messages in order or urgency and time received. Close out assigned calls within a specified time frame and follow up with customers to ensure customer is 100% satisfied.
  
  
  

Qualifications

1 year of help desk support experience (Minimum Salary)

Experiences must include working with Microsoft Windows 7/10, Apple/iOS and Android devices, Experience using O365 Mail, Calendar and OneDrive

Strong written and oral communication skills and ability to talk to anyone across an organization.

Analytical skills and be a creative self-starter with the ability to work both independently and as a team player