Hamdan Resources

IT Help Desk Analyst

Arlington, VA - Full Time

IT Help Desk Analyst

Arlington, VA

Candidate must be a U.S. Citizen and have an Active Secret clearance

Position Summary:
Our client is looking for a Customer Service Specialist Help Desk Agent to fill a position in Northern Virginia. The candidate will provide first contact and incident resolution to customers with IT Service problems. Contact will include customer telephone support and electronically submitted requests. The candidate will provide polite and friendly customer service before escalating incidents to higher level - Tier III.  All interaction will be documented in the Help Desk Management System, along with incident status and solutions. A successful candidate will be expected to maintain an updated working knowledge of customer systems and current service desk processes and procedures.
The candidate should be able to rapidly answer frequently asked questions or provide solutions to common problems in order to optimize support and meet required service levels. This position may require shift work or on-call, quick response operations support 24/7/365.
Required Qualifications:

  • Experience and education requires at least 2 years with an Associate Degree, 4 years with a GED/High School diploma
  • Active Secret Clearance
  • At least 2 YEARS of directly related experience supporting HELP DESK operations, preferably supporting a large-scale government customer.
  • Experience providing technical and functional support for account administration, and office automation software through telephone and email, as appropriate.

Preferred Qualifications:

  • Experience in basic troubleshooting, root cause analysis
  • Experience with PeopleSoft Human Resources Help Desk (HR HD) and Customer Relationship Management (CRM)
  • Excellent verbal and written communication skills
  • Experience supporting DoD Army Human Resource Community customers
  • Understanding of common human resource issues
  • Strong follow-up and organizational skills

Typically requires bachelor's degree or equivalent and two to four years of related (sales and/or technical) experience. Customer service experience in a telecommunications, high tech, or electronics environment.

Apply: IT Help Desk Analyst
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