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    Help Desk Analyst 2 - Richmond, United States - Serigor Inc.

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    Job Description

    Job DescriptionJob Title: Help Desk Analyst 2 (Onsite)
    Location: Norfolk, VA
    Duration: 12+ Months

    Job Description:
    • 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.

    Skills:
    SkillRequired / DesiredAmountof ExperienceOTRS Ticket System (or equiv)Required1YearsTDX IT Service Management (ITSM) Service Desk toolRequired1YearsHands on exp w/basic support and troubleshooting (such as password resets, printer configs, break/fix instructions, ticket routing)Required2Years

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