Service Desk Analyst

HIGHLIGHTS

Location: Hyattsville, MD (DC Metro)
Position Type: Direct-Hire
Hourly/Salary: BOE

JOB SUMMARY

GTN Technical Staffing is currently seeking a Service Desk Analyst for a Direct-Hire in Washington DC (Hyattsville, MD). The Service Desk Analyst will field all incoming IT service requests and provide timely responses within established SLA's. There will be on-call responsibilities, rotating one week per month.

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging, and managing calls from internal staff via telephone and email
• Maintaining the Asset Database and track changes
• 1st line support - troubleshooting of IT related problems from in-house software to hardware, such as Mobile Push to Talk phones, Laptops, PCs and Printers, and VOIP phones
• Escalate unresolved calls to the second level support team
• Log all calls in the Service Desk Call Logging system (ServiceNow)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic support in MS Office applications used within the Operations Control Center (Word, Excel, Outlook, PowerPoint)
• Citrix account management including user session management (Basic)
• Provide access training and support for Citrix delivered applications.
• Provide stats for the weekly Service Desk reports and on call trends
• Publishing support documentation to assist staff with requests for information
• Active Directory knowledge - creating user accounts/reset passwords/create groups (Basic)
• Push to Talk Mobile phone management and provision
• To arrange for external technical support with application vendors (WebEx, etc.)

TECHNICAL REQUIREMENTS

2+ years of experience in the following skill sets

• Excellent verbal/written communication/organizational skills
• IT Service Desk or Call Center experience required
• Incident Management experience - Managing incidents including business expectations and communication
• ServiceNow experience (logging tickets)
• Desktop Support - PCs/Laptops/Printers/VOIP phones
• Basic User and Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7
• Must be able to follow documented Service Desk policies and procedures
• Will participate in after-hours 1st level support on-call rotation schedule

PREFERRED (but not required)

• ITIL Foundations certification
• MCP certification
• A+ certifications