Help Desk Analyst 2 (Onsite)

Job Description

Job Title: Help Desk Analyst 2 (Onsite)

Location: Norfolk, VA

Duration: 12+ Months

Job Description:

Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.

A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.

Skills:

SkillRequired / DesiredAmountof ExperienceOTRS Ticket System (or equiv)Required1YearsTDX IT Service Management (ITSM) Service Desk toolRequired1YearsHands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)Required2Years

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