Help Desk Analyst Job Vacancy in Horizon Industries Ltd Vienna, VA 22182 – Latest Jobs in Vienna, VA 22182

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Company Name : Horizon Industries Ltd
Location : Vienna, VA 22182
Position : Help Desk Analyst

Job Description : Helpdesk Analyst
Horizon Industries Limited (HIL) is a dynamic IT and Management Consulting firm based in the Washington, DC area. We are currently seeking Help Desk Analyst who is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role. This hand on team lead will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Helpdesk team.
Job Description:
The Helpdesk Analyst will provide helpdesk support from 8:00 AM to 8:00 PM Eastern Time, Monday through Friday, excluding Government holidays. Provide a toll-free phone, chat and email for users to contact the Tier I Helpdesk Support.
Duties of a Help Desk Analyst may include:
Creating and maintaining knowledge-based articles, FAQs, and user guides to foster self-help for GREX users.
Developing and maintaining a dashboard to display G-REX phone statistics to include inbound and outbound calls, call response time, abandoned calls, and speed of answer.
Using ITIL methodology for classification of tickets and industry standard service level agreements.
Working with government designated help desk support to support coordinated end-user requests with other interfacing applications.
The Helpdesk tracking system shall utilize the IT Service Desk application.
Coordinating with all relevant stakeholders involved in the project to ensure that all defects, minor enhancements, and system outages are logged, tracked, and addressed
Required Skills/Experience:
Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance
COVID-19 vaccination is required for this position. The Company may grant reasonable accommodations to candidates who are not vaccinated for health reasons or due to sincerely held religious beliefs.
Education: High School
Location: Remote
Horizon is an Equal Employment Opportunity employer and it is our policy to consider all applicants for employment without regard to sex, race, color, creed, religion, national origin, sexual orientation, marital status, age, disability, veteran status, alienage, ancestry, citizenship status, or any other factors prohibited by law. Horizon will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Horizon’s legal duty to furnish information.
EOE M/F/D/V

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