Helpdesk Support Analyst
Indian Head Main Campus1w ago
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Skills
incident managementit supportticketing systemsvpn
About the role
Description
Responsibilites:
- Serve as the first point of contact for IT support via phone, email, or ticketing system
- Troubleshoot and resolve issues related to desktops, laptops, mobile devices, and applications
- Log, track, and manage incidents and service requests in the ticketing system
- Provide support for common systems such as email, printers, VPN, and network access
- Escalate unresolved or complex issues to appropriate teams
- Follow up with users to ensure issues are resolved and satisfaction is met
- Assist with user account setup, password resets, and access management
- Install, configure, and maintain end-user hardware and software
- Document solutions and contribute to the knowledge base
- Adhere to service level agreements (SLAs) and support standards
Requirements
Minimum requirements: Associates degree and 1-4 years experience
*position subject to CSWF requirements*