Tier 1 Analyst

Innovative, Secure, and Outcome-Based Solutions

Job Summary:

Tier I Service Desk Analyst - Cincinnati, OH

Belcan is seeking qualified, creative, and customer-focused Tier I Service Desk Analyst support our Honeywell client under the Honeywell FMT contract. The Tier 1 Analyst provides support for preparedness, and maintaining organizational computer systems, desktops, and peripherals. Each Tier 1 Analyst provides technical support that includes but is not limited to installing, diagnosing, repairing, maintaining, and upgrading organizational hardware and equipment while ensuring optimal workstation performance.

The Tier 1 Analyst will also troubleshoot problem areas via phone, email, webticket, or chat in a timely and accurate fashion, and provide IT assistance to federal and contract employees in a Windows environment where required. We are seeking candidates that have strong communication skills, are customer service focused, and who can work in a fast-paced environment under minimal supervision.

The position is 100% remote work, candidate will need to have their own reliable internet.

Job Duties:

Key Responsibilities:

• Be aware of & adhere to all current company and client policies.
• Deliver excellent customer service and professionalism with every interaction.
• Document all interactions in detail in the assigned ticketing tool, including all troubleshooting steps taken.
• Be ready to handle calls or offline as directed by the leadership team. Process offline work efficiently, minimizing unproductive time.
• Make a best effort to first contact resolve every issue or request by using all provided policy & troubleshooting resources during each interaction.
• Successfully resolve common hardware (e.g. laptop, desktop, printer, VoIP telephony, etc.) & software problems (e.g. Microsoft Office, Win
  11, VPN, Active Directory, customer specific software applications, etc.) the majority of the time.
• Triage issues that cannot be resolved at the Service Desk & elevate to the correct support teams.
  · Work well as a team and with co-workers.
• Stay informed about changes made in the clients organization & knowing how those changes impact job duties.
• Using ITIL best practices, correctly assign urgency and impact to Incidents.
• Adapt to a rapidly changing environment.
• Help to maintain the in-house knowledgebase.
• Ability to work independently & effectively while maintaining good team interactions.
• Partner with team members to ensure phones are covered during breaks, lunches, etc.
• Perform related tasks as needed or assigned.
• Be available to cover holidays as needed (typically 1-3 holidays per year).

Required Qualifications:

• Required Experience/
  
  Skills:
  
  Must have at least one of the following:
• 2 years technical support experience w/ demonstrated tech support experience.
• Associates degree or higher in a Technology field

Additional experience/skills
· Minimum 1 year of customer service experience.

• Must be able to pass a full background check
• Experienced working with & supporting Microsoft Desktop Applications, such as MS Office.
• Ability/willingness to do company travel to obtain necessary tools. Typically 1 trip.
• Proficient troubleshooting skills and ability to resolve issues efficiently and effectively while minimizing the downtime to end users.
• Able to professionally and effectively communicate with a dynamic customer base
• Identify, troubleshoot, and resolve any hardware, software or other technical issues.
• Follows instructions and pre-established guidelines to perform the functions of the job.
• Works independent and under immediate supervision.
• Team-oriented and skilled in working within a collaborative environment and has a keen attention to detail.
• Good written, oral, and interpersonal communication skills
• Customer service oriented with a high ability to effectively prioritize and execute tasks in a high-pressure environment
• Must be a U.S. Citizen

Preferred

Qualifications & Skills:

• Previous contact center experience handling phone calls and/or offline interactions.
  · Related HDI and/or ITIL certifications.
• CompTiA A+ Certification
• Experience with Service Now ITSM system.
• Physical Requirements Sedentary work. Exerting up to 10 pounds of force occasionally…