Service Help Desk Analyst

Reston - Virginia (VA), 20191

Morris Technology Solutions

Estimated salary $18 - $20 an hour

Job Description:


This position requires delivery of best-in-class customer support, being a technically capable hands-on leader, and possessing the ability to work well with the customer, fellow team members, and all levels of management.

Experienced Service Now Service Desk Analyst

  • Active leadership role supporting the day-to-day activities of the service desk
  • Excellent communication skill (both written and verbal).
  • Good hands on experience in ticketing tools
  • Having knowledge and experience in the areas of problem determination, creative solutions, and analysis (Problem / Incident management)
  • Ultimate responsibility for ownership of all incidents or logged service requests
  • Identify opportunity for and implement process improvements
  • Track the incidents to conclusion in line with SLAs and quality standards
  • Responsible for proper escalation, performing root cause analysis, and resolving high level problems
  • Responsible for Team communications and updates, Planning, organization and management of the work
  • Basic Knowledge in Active Directory, Groups & Troubleshooting applications
  • Handling access related tasks and issues
  • Creating and administrating user accounts and group resources
  • Installing software and application to user standards
  • Configuring and troubleshooting desktops, laptops
  • Familiar with hardware tools like
servers, printers, VoIP, networking and telecommunications devices
  • Excellent interpersonal, Analytical thinking, planning and good presentation, along with the reporting skills
  • Problem analysis, use of judgement and ability to solve problems efficiently
In-Depth Understanding:
  • ServiceNow Ticketing
  • Microsoft Office Suite (Visio, Excel, Word, Outlook, PowerPoint, OneNote)
  • Microsoft SharePoint
  • General Usage Understanding:
  • Virtual Desktop / Workspace (VMWare, Citrix, Terminal Server)
  • Postilion Back Office / Real Time
Education and Experience
  • Preferred Bachelor's degree in business, MIS or Computer Science or equivalent work experience
  • 2 years of Network Operations Center or Service Desk Operations experience
  • Familiarization with ITIL principles and best practices
  • Basic understanding of server, storage and network management concepts

Qualifications and Work Requirements
  • Minimum full-time schedule of 40 hours per week or other work hours
  • Participation in service desk management
  • Must be able to work efficiently in an environment that requires extensive telephone and computer use
  • Must be able to handle multiple issues simultaneously
  • Must be deadline driven in executing responsibilities
-Must have strong communications skills - written and oral
  • Must be able to express and follow the company mission, principles and procedures

Compensation: $18-20 per hour

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