Public Trust Help Desk Analyst
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Job Summary
Providing Tier 1 technical support in a fully remote capacity, the Public Trust Help Desk Analyst will manage IT-related inquiries, resolve end-user technical issues, and maintain the Tier 1 ticket queue while ensuring high customer satisfaction.
Key responsibilities
- Serve as the central point of contact for all IT-related inquiries and end-user requests, including troubleshooting software and hardware issues
- Manage and maintain the Tier 1 ticket queue, ensuring timely resolution of support requests in alignment with established Service Level Agreements (SLAs)
- Respond to and track multiple communication channels, creating problem tickets for recurring incidents and providing monthly updates on Help Desk utilization
Required qualifications
- 3+ years of professional Help Desk experience
- Bachelor's degree in information technology or equivalent experience
- Experience supporting Microsoft applications, including Microsoft 365 and Exchange Online
- ServiceNow Help Desk experience is required
- Must be able to obtain and maintain a Public Trust security clearance
Complete Job Description
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