Job ID: VA-646968 (92890308)
Helpdesk Analyst with OTRS ticketing, TDX ITSM and troubleshooting experience
Location: Richmond , VA (NSU) (Richmond based candidates only )
Duration: 12 Months
Interview: Webcam Interview Only
These roles will be a combination of On Site (70%) and Remote (30%). Pls make sure your candidate is aware and agrees to this.
Skills:
OTRS Ticket System (or equiv)Required1Years
TDX IT Service Management (ITSM) Service Desk toolRequired1Years
Hands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)Required2Years
These roles will be a combination of working On Site (70 %) and Remote (30%) . Pls make sure your candidate is aware and agrees to this.
DAY TO DAY
Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. May also escalate to IT applications support or call for outside vendor maintenance (Level 4), as needed.
A Level 1 tech gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.
Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.