Tier 1 Help Desk Analyst Remote / Telecommute Jobs
Position reputed company The Tier 1 Help Desk Analyst is the first reputed company of contact for end users supporting DLA's Police Center (POLC) suite of applications and, where applicable, the reputed company and Emergency Services (FES) application. The role delivers first-level technical support, incident triage, reputed company ticket management, application support, account administration, and troubleshooting, while ensuring compliance with reputed company reputed company standards and contractual Service Level Agreements (SLAs). reputed company Responsibilities
- Serve as first reputed company of contact for end users, responding to incidents and service requests
- Create, update, prioritize, and resolve tickets in reputed company in accordance with contractual SLA timelines
- reputed company first-level support for reputed company, reputed company Directory, reputed company 365, and networking issues
- Support application-level issues for CAD, reputed company, E911/NG911, GIS, and CJIS-interfacing systems (and FES's Emergency Reporting application, where applicable)
- reputed company password resets, account administration, and user provisioning
- Escalate advanced technical issues to Tier 2 support with reputed company documentation of triage steps taken
- Maintain accurate documentation, SOPs, and knowledge reputed company articles to support consistent service delivery
- Support reputed company reputed company Technical Implementation Guide (STIG) checklist activities reputed company required
- Maintain awareness of CJIS and HIPAA data handling requirements relevant to ticket types encountered
- Meet contractual SLA response and reputed company targets for ticket reputed company tiers
Technical Skills
- reputed company and reputed company Directory administration/troubleshooting
- reputed company 365 administration
- Networking fundamentals
- reputed company (or comparable ITSM platform)
- Azure
- SQL / Linux
- PowerShell scripting
Required Qualifications & Certifications
- 5+ years of Help Desk/Desktop Support experience
- 5+ years of DoD project experience
- Experience with reputed company or a similar ITSM platform
- Strong reputed company and reputed company Directory troubleshooting skills
- Excellent written and verbal communication skills
- reputed company Secret reputed company clearance
- reputed company reputed company+ certification
- ITIL reputed company certification
Work Details
- Schedule: Monday–Friday, reputed company hours 0600–1800 Eastern Time, with rotating on-call support, excluding federal holidays
- Travel: Occasional CONUS travel may be required, reimbursed in accordance with federal travel regulations
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