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| Job Title: | Service Desk Analyst |
| Organization: | NetCentrics Corporation |
| Region: | DC Metro Region |
| Description: | ***Clearance Required*** 2013-1555 The Service Desk Analyst is responsible for providing end user support relative to software, hardware, and network assistance. The Service Desk Analyst's delivery is predicated on Tier 2 diagnostic experience and judgment as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally the SD Analyst documents, tracks and monitors the incidents, and work orders to ensure a timely resolution. This position is open only to candidates with an active DOD security clearance. Specific duties include: -Establish tier 1 as the single point of contact for all user requests and incidents. -Maintain full ownership of ticket through its lifecycle. -Provide first call resolution or triage for all calls. -Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has effected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage. -Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event. -Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested. -Enter all troubleshooting performed and, if applicable, the resolution. -Escalate tickets to the appropriate support group if required by warm transfer. -If support requests cannot be resolved expeditiously, or if the team lacks the permissions or access to correctly resolve the incident/service request, then the issue is escalated to the appropriate support team including the Desk Side and Network Operations teams. Qualifications: -Certifications from Microsoft is preferred. -Help Desk Institute Certification preferred. -Information Assurance Technician (IAT) Level 1 compliance; Security+ preferred. -Technical knowledge of PC and desktop hardware. -Hands-on hardware troubleshooting experience. -Working technical knowledge of current operating systems, and standards. -Ability to launch and operate desktop diagnostic tools to perform remote diagnostics. -Analytical and problem-solving abilities, with keen attention to detail ?Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. -Experience working in a team-oriented, collaborative environment. -Strong customer-service orientation. -This position is open only to candidates with an active DOD security clearance. NetCentrics Corporation is an Equal Opportunity Employer (M/F/D/V). |
| Contact: | Sherry Burks |
| Phone: | 7037147345 |
| E-Mail: | recruiting@netcentrics.com |
| Website: | http://careers-netcentrics.icims.com |
| Closing Date: | July-25-13 |
