Tier I Service Desk Analyst (Help Desk Support Specialist I)

The MIL Corporation seeks a Tier I Service Desk Analyst (Help Desk Support Specialist I) to support a Federal government client at one of their Washington, DC Metropolitan area locations. The role involves diagnosing and resolving software and hardware incidents, assisting users with IT-related incidents, and maintaining a high level of customer service.

Responsibilities

• Diagnose and resolve software and hardware incidents, including operating systems and across a range of software applications
• Assist all users with any logged IT-related incident when called upon
• Conduct problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
• Accurately record, update and document requests using the IT service desk system
• Install and configure new IT equipment
• Resolve incidents and upgrade different types of software and hardware
• Resolve incidents with printers, copiers and scanners
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Participate in the Annual Performance Review Process
• Actively support equality and diversity policies of The MIL Corporation and The Library of Congress

Skills

• CompTIA A+ Certification
• Excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• Ability to take ownership of issues, escalating incidents to other support teams where necessary
• Highly motivated team player with the skills and ability to manage changing priorities
• Ability to create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Willingness to attend internal training as necessary to keep up to date with the latest technology and internal system processes
• Ability to undertake other necessary duties not specifically stated without altering the nature or level of responsibility
• HS/GED
• Public Trust clearance
• US Citizenship
• Experience supporting users in a Federal government environment
• Prior experience providing support in a hybrid or shift-based environment (including weekend coverage)

Benefits

• Health, life, disability, and retirement plans
• Paid time off
• Opportunities for professional growth
• Tuition assistance
• Additional benefits and incentives may also apply

Company Overview