Help Desk Analyst 2

Location: Norfolk, Virginia, USA

Duration: 4 Months (Onsite)

Visa Status: USC,GC, GCEAD, H1b, C2C

Job Description:

DAY TO DAY/ABOUT THE ROLE:
Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.
A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
Required 1 Years. OTRS Ticket System (or equiv)
Required 1 Years. TDX IT Service Management (ITSM) Service Desk tool
Required 2 Years. Hands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)


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