Solutions By Design II, LLC Service Desk Analyst in Vienna, Virginia
Solutions By Design II, LLC (SBD) is seeking a Service Desk Analyst to join our team in support of our Federal customer in the DC area. The Service Desk Analyst will support Tier 1 and limited Tier 2 deskside support as part of a team responsible for the maintenance and support of a mission-focused federal government web-based application. The analyst’s responsibilities and duties include:
Field all incoming service desk calls and emails.
Utilize discretionary trouble shooting methods to identify resolutions that are possible.
Follow documentation procedures to record the resolution or client need.
Record, Categorize and Prioritize inbound service requests and incidents and assign to appropriate queue when necessary.
Document and record all relevant information.
Provide incident resolution via phone calls, remote tools, and email.
Escalate advanced technical issues to appropriate queue.
Document resolution procedures in the Knowledgebase where applicable.
Complete technical and customer service training as assigned.
Provide high quality customer service and desktop related technical support with an emphasis on first call resolution and quality.
Ensure all owned or created tickets are updated with accurate information.
Communicate technical issues and solutions with clients in business terms.
Ability to work in fast paced environment and a strong desire to learn.
Must be comfortable working with and troubleshooting web applications.
Must be an effective communicator and possess excellent active listening, verbal, and written communication skills.
Experience with system monitoring tools.
Must have a positive team player attitude.
Must be organized and detail-oriented.
Ability to interact with all levels of an organization in a professional, diplomatic, and tactful manner.
1-2 years of service help desk experience;
Strong problem-solving, analytical and communication skills;
Adept at working with end-users with varying levels of technical knowledge;
Ability to explain technical concepts in easy-to-understand language;
Experience using a Service Desk ticketing application such as Remedy, HP SM, ServiceNow, or similar.
ITIL Training and or certification preferred
US Citizenship is required, along with the ability to obtain a Public Trust clearance.
Associate’s or Bachelor’s degree in an IT related field is required
Solutions By Design II, LLC (SBD) is committed to the development of a creative, diverse and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at SBD will be based on merit, qualifications, and abilities. SBD does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, IWDs, Veteran Status or any other characteristic protected by law (referred to as "protected status").