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Desktop Support Tier 1 Analyst

Description

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation’s most important work.  We’re a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation’s most complex challenges.  Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions.  We continually push ourselves—to respond, to adapt, to go further.  To look ahead to the changing landscape and develop new and innovative ways to serve our customers.

Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways—not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.

Perspecta’s talented and robust workforce—14,000 strong—stands ready to welcome you to the team. Let’s make an impact together.


Perspecta has an immediate need for a Desktop Support Tier 1 Analyst in San Antonio, TX.

Responsibilities:

• First-level support of all inbound calls, generating an Incident for all new issues.

• Accurately logging, ticketing, and tracking/owning all incidents.

• First contact resolution of desktop issues or follow proper escalation procedures

• Provide accurate, timely, and professional resolution on all supported issues.

• Provide a high level of professionalism and customer service.

• Timely, accurate, thorough and professional follow-up on all Incidents.

• Quickly identify and escalate high-priority issues.

• Accurately triaging/assigning/escalating tickets per current processes and standards.

• Efficiently and accurately resolving all assigned Incidents.

• Identify and document Incident resolution and support knowledge.

• Timely and accurate completion of all assigned duties.

• Maintain dependable attendance and schedule adherence


Qualifications

Skills:
• Strong critical thinking skills that facilitate expedient problem solving
• Strong communication skills
• The ability to effectively communicate technical matters to a non-technical audience
• Hardware/software maintenance skills
• Ability to multitask while staying focused in a fast-paced competitive environment
• Proficient with Microsoft Office
• Proficient with Windows 7 and Windows 10 operating system
• Knowledge of mobile devices
• Experienced in the use of remote access applications
• Able to work in a team environment
• Able to resolve technical issues within the policies and guidelines provided
• Excellent customer service skills
Requirements:

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program
• Security+ Certified
• Microsoft Certified IT Professional (MCP) preferred
• 2 to 3 years of recent experience in a help desk/desktop support environment
• Ability to work in a 24/7/365 environment including holidays
• Familiar with Service Desk support methodology
• AA/AS Degree in Computer Science, MIS, or related field/equivalent experience preferred
• Relevant technical certifications preferred
• Familiar with ITIL
• HDI certification preferred
EEO Tagline: Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories
Company Name:
Security Clearance:
Public Trust
Location:
San Antonio, Texas
Country:
United States
Salary:
Not Specified
Job Number:




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