Tier I Help Desk Analyst - KeenLogic Washington DC
Overview
We seek a proactive Tier I Analyst to lead call center support in Alexandria VA. You will resolve routine issues while collaborating with Tier II and eBusiness teams. This role offers a fast-paced environment where you can make an immediate impact. It is ideal for candidates who thrive in dynamic settings.
What You'll Do9
- 1Build and maintain knowledge base articles using Spreadsheet tools
- 2Design and implement automated scripts with PowerShell
- 3Lead troubleshooting sessions for desktop and mobile devices
- 4Ship new hardware deployments across diverse workstation types
- 5Drive process improvements that reduce ticket resolution time
- 6Own daily operations and ensure SLA compliance
- 7Analyze root causes of recurring incidents
- 8Collaborate with developers to resolve software bugs
- 9Train junior analysts on best practices
Requirements10
- 15+ years experience with Hardware/Application Support
- 21+ years with Incident/Request Management
- 31+ years managing Mobile Device Management solutions
- 4ITIL Service Management certification preferred
- 5Technical Writing proficiency demonstrated
- 6Experience with CRM/Ticketing systems such as Salesforce
- 7Familiarity with Windows and macOS environments
- 8Strong problem-solving abilities and attention to detail
- 9Ability to work independently and under pressure
- 10Commitment to delivering exceptional customer experiences
Salary Insight
Salary not disclosed in listing
Location
Required Skills
Similar open positions
Explore active roles that match your skills and interests.
agile-defense
VerifiedHelp Desk Analyst, IT Support & Incident Resolution
You will own the full lifecycle of service requests for both unclassified and classified systems, handling 5+ incidents daily across Windows, Microsoft Office, and Remedy. Working with the IT team and government customers at Quantico, VA, you resolve issues via phone, email, and ticketing. This role demands IAM I certification and thrives on direct customer interaction, setting it apart with classified environment exposure.
Digital Technology Solutions
VerifiedHelpDesk Analyst Detroit MI Digital Technology Solutions
Own technical support operations for a contract position in Detroit MI. Deliver solutions that exceed expectations across multiple platforms. Lead initiatives that improve user satisfaction and operational efficiency.
Ledgent Technology
VerifiedTier 2/3 Help Desk Technician at Ledgent Technology
Lead and execute IT help desk operations supporting Level 2 and Level 3 technical issues. Manage ticket resolution and ensure high customer satisfaction across a cloud-based platform. Drive continuous improvement in service delivery while collaborating with cross-functional teams. This role offers unique exposure to enterprise-level support within the legal technology sector.
BRS
VerifiedSr. Help Desk Technician
Eagle Integrated Services seeks a Sr. Help Desk Technician to serve as final escalation point for complex Tier 2/3 incidents while leading technical resolution efforts and mentoring junior staff. This role drives process improvements and provides white-glove support for VIP clients.
Insight Global
VerifiedHelp Desk Technician Insight Global Washington DC Onsite Payroll
Own first level technical support for DOJ users via phone email and ticketing systems. Deliver exceptional customer service while solving complex problems. Drive positive user experiences across diverse teams. Differentiate by working directly with DOJ programs.
Phaxis - Technology
VerifiedService Desk Technician, Tier 1-2 Support NYC
Own end-user technology support for 1,000+ employees across desktop, mobile, and collaboration platforms. You'll be the first line of defense for incident resolution, working within Jira Service Management and Microsoft 365 tools like Outlook, Teams, OneDrive, and SharePoint. Join a fast-paced IT team onsite in New York City for a 3-month contract with extension potential. This role stands out with exposure to Microsoft Copilot and MDM for iPhone/iPad support.