Helpdesk Analyst - Virginia

Job Summary

To provide essential technical assistance, the full-time Helpdesk Analyst - Virginia will deliver Level 1 support through voice and non-voice channels, addressing customer inquiries related to registration, logon issues, and basic troubleshooting while ensuring accurate documentation of interactions.

Key responsibilities

• Provide Level 1 technical support via voice and non-voice channels, focusing on first-call resolution
• Troubleshoot common issues related to web browsers and mobile applications, including cache and cookies
• Log, track, and manage incidents using standard ticketing systems, ensuring timely updates and resolutions

Required qualifications

• Bachelor's degree or equivalent work experience preferred
• 0-3 years of experience in a helpdesk, customer support, or technical support role
• Basic Level 1 technical troubleshooting skills for web browsers and mobile apps
• Familiarity with MS Office Suite (Word, Excel, Outlook)
• Understanding of helpdesk operations and incident management processes