Business Technology Success, Level 1 Support Analyst

Washington, DC 20001

Posted: 01/30/2024 Employment Type: Contract Job Category: Support Job Number: 14388

Job Description

IT Service Desk Support Technician

Our client writes policy, regulates and oversees over 1,800 energy companies who provide electricity to the power grids of Canada, the US and Mexico.

This is a long-term contract role located in Washington, D.C. requiring on-site presence M-F from 8am – 5pm.

As part of Business Technology Success, Level 1, you'll handle customer Incidents and Service Requests, providing initial support and technical assistance. Reporting to the Director of Business Technology Success, you'll ensure customer satisfaction and escalate issues when needed.

Here's what our ideal candidate has:
  • 2-3 years’ experience as an IT Service Desk Support Technician Level 1
  • Excellent Customer Service experience required
  • Windows, Active Directory, MS Office, O365 Support
  • Provide customer service and technical resolution for Incidents and Service Requests.
  • Log all Incidents and Service Requests in IT Service Management tool.
  • Analyze and classify Incidents and Service Requests for proper handling.
  • Investigate and resolve assigned Incidents and Service Requests; escalate when necessary.
Certifications (1 or more):
  • CompTIA A+
  • CompTIA IT Fundamentals+ (ITF+)
  • Microsoft Office Specialist (MOS)
  • Apple Certified Support Professional (ACSP)
  • ITIL Foundation
Keywords:  Windows, Microsoft Office, O365, Active Directory, Software Support, IT Support, Service Desk, Incident Response, Ticketing System
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