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Company Name : Human Touch Llc
Location : Arlington, VA
Position : Service Desk Tech I – Provisioning
Job Description : HumanTouch is looking for a Tier 1 Customer Service Analyst – Provisioning to support our IT Service Desk for a federal government customer.ResponsibilitiesThe Tier 1 Customer Service Analyst will:Provide first tier customer-facing support for tickets received via multiple contact channels including telephone, web, in person, walk-up, chat, and emailAccurately document and report all incidents and service requests receivedResolve incidents and service requests on the first contact where possible, escalate to Tier 2 when advanced troubleshooting is requiredProvide desk-side visits to end users if remote assistance is not possible or effectiveTrack the total life cycle of all tickets and tasks related to employee/contractor on-boarding, off-boarding, and organizational changesFollow up with task owners to ensure tasks completed prior to a new employee’s start dateIssue and set-up new/loaner IT equipment for end users, ship to remote sites as neededImage and re-image new and repurposed PCsWork on site daily with the government customer and HumanTouch leadershipWork an 8-hour shift between the hours of 6 AM and 7 PM, Monday through FridayWork Experience RequirementsTier 1 Customer Service Analysts should possess excellent customer service skills, problem solving skills, and a broad understanding of the relationships between hardware and software applications. Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices and assorted peripheral devices.Other RequirementsHigh School Diploma or GEDStrong verbal and written communication skillsAuthorized to work in the United StatesAbility to pass a Moderate Background InvestigationAbility to pass a SAMHSA Drug Screening testAdditional Education, Certifications, or Experience Preferred:Prior experience supporting an IT Help Desk as a Tier 1 Analyst or similar roleExperience working as a federal contractor or employeeJob Type: Full-time
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