Position Details
Help Desk Support Analyst Location Mechanicsville Apply
Help Desk Support Analyst
Location: Mechanicsville, VA - local candidates only
Position Type: Hybrid - 3 days per week onsite
Contract Length: 6+ months
Phone+Skypes
Position Overview:
The Operations Support Analyst will join a Tier 1 Help Desk Operations team, providing exceptional customer service by monitoring emails, phone calls, and support activities. This role offers a hybrid schedule, with three days in-office (Mechanicsville, VA) and two remote, and requires flexibility for night and weekend rotations. Key responsibilities include resolving technical issues, escalating unresolved tickets, and maintaining accurate documentation. Ideal candidates will have strong analytical and communication skills, two years of technical customer service experience, and a willingness to adapt to new challenges and technologies.
Duties:
- Able to identify, research, and resolve technical and procedural issues.
- Respond to telephone calls, emails, tickets, and personnel requests for technical support.
- Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
- Escalate unresolved issues/ticket to Tier II/III support.
- Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).
- Communicate accurate and useful status updates.
- Manage and report time spent on all work activities.
- Must be able to work in a team environment.
- Must be customer service focused.
- Work independently and proactively with minimal supervision/direction.
- Flexible and able to adapt to a rapidly changing environment.
- Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
Required Skills:
- 3 years of experience as Tier 1 Help Desk Support
- 3 years of experience with hardware/software troubleshooting
- Strong communication skills, creative problem-solving, highly organized
- 3 years of experience with Help Desk ticketing systems preferred
- 2 years of Customer Service/Retail support experience preferred
- 3 years of experience with remote support tools preferred
- A+, ITIL, Security+ or Network+ certification preferred
- Degree in relevant field or equivalent experience in IT Support preferred
