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Jr. Service Desk Analyst - CSA

Company: Salient CRGT
Location: North
Posted on: May 3, 2021

Job Description:

Job Description

Are you looking for a new and exciting career opportunity?

Join our award-winning organization and work with some of the most talented minds within our Enterprise Technology and Innovation teams. As a Salient CRGT employee, you get to be part of a best performing team supporting our nations most critical missions. At Salient CRGT, we recognize that financial rewards and great benefits are important. That is why we offer competitive compensation and a diverse benefits package. Clickhere (http://www.salientcrgt.com/careers/benefits-2/) to learn more about our extensive benefits program.

Why Salient CRGT?

Were passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation. We provide the tools and resources to help you be successful, and our culture fosters an environment in which idea sharing and collaboration is essential. Are you ready to make a difference?

The ideal candidate will be responsible for day to day end user support for client personnel. Provide Tier 1 phone support and troubleshooting in compliance with established policies /procedures.

  • Provide supplemental hands-on desk-side support when required

  • Must have emotional intelligence to work in a customer service environment while resolving technical issues

  • Must meet contractual Service Level Agreements (SLAs) in regard to speed to answer, first call resolution, abandonment rate, and customer satisfaction

  • Create, update, and track service requests / incidents within ticketing system

  • Assist with maintaining / updating support documentationDEA

Required Qualifications

  • Minimum of three years as a Help Desk Technician or related IT role

  • Demonstrated knowledge of computer hardware operation and maintenance

  • Demonstrated excellent communication skills and a desire to work in-person or remotely with customers

  • Demonstrated hands-on experience with Windows 10 imaging, usage and troubleshooting

  • Demonstrated experience with use of an IT ticketing system such as ServiceNow, Manage Engine/Service Desk Plus, or BMC Remedy

  • Basic Network troubleshooting skills including Wireless and LAN

  • High School diploma, or equivalent

  • Microsoft Office including O365 installation and troubleshooting

  • Knowledge of ITIL processes

  • Experience using workstation management software such as KACE, LanDesk, or ManageEngine Desktop Central

  • Experience using remote desktop support tools such as Remote Desktop, TeamViewer or Bomgar

  • US Citizenship; Must be able to obtain a Secret clearance.

  • Ability to obtain and pass a client Suitability Clearance

  • 1-2 years relevant IT experience / education (or combination of both)

  • Experience supporting Microsoft Windows environments and Microsoft software

  • Experience troubleshooting and resolving Tier 1 hardware and software problems


Desired Qualifications

Salient CRGT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity or expression, veteran status, disability, genetic information, or any other factor prohibited by applicable anti-discrimination laws.DEA

Connect With Us! (https://careers-salientcrgt.icims.com/jobs/11800/jr.-service-desk-analyst---csa/job?mode=apply&apply=yes&in_iframe=1&hashed=-336150033)

Job Location(s) US-VA-Northern Virginia

Job ID 2021-11800

LCAT Help Desk Support 1

Work Status Full-Time Regular

Keywords: Salient CRGT, Hampton , Jr. Service Desk Analyst - CSA, Other , North, Virginia

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