Overview: 

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is with one of our clients who is a global information technology company that provides high-performance and industry-focused solutions integrated with leading-edge security to clients in government, financial services and commercial markets. Their offerings include security software and, services, digital transformation and workplace services, industry applications and services, and innovative software operating environments for high-intensity enterprise computing. 
 

Job Title: Helpdesk Analyst-L1 

Location: Remote (MUST BE EST )

Duration: 6+ Months   

Job Type: Contract 

Work Type: Remote 

Job Description:         

• The primary responsibility of the Helpdesk Analyst- L1 will entail analyzing and performing initial troubleshooting on issues reported by end users.  

Key Deliverables:  

• Serve as the first point of contact for all IT-related inquiries and issues, providing exceptional customer service.  
• Conduct Tier 1 troubleshooting and diagnostics on commonly used applications, hardware, operating systems, network connectivity, and other equipment.  
• Respond to user interactions via phone, collaboration tools, email or ticketing system while ensuring timely resolution.  
• Maintain accurate records of support requests by documenting detailed descriptions of reported issues, resolutions provided, and troubleshooting steps taken. 
• Operate within the established Information Technology Infrastructure Library (ITIL) service support and service delivery framework to ensure alignment with best practices.  
• Escalate complex technical issues to Tier 2 support or relevant IT (Information Technology) teams for further investigation and resolution while closely monitoring these escalations through to completion.  
• Collaborate with team members on continuous improvement initiatives that enhance overall efficiency in resolving user-reported issues.  
• Keep up-to-date knowledge of industry trends related to technology advancements by participating in training sessions or self-learning activities. Required Competencies  
• Effective communication skills (both written and verbal) with an emphasis on clarity when explaining technical concepts to non-experts  
• Strong customer service and interpersonal skill  
• Outstanding problem-solving abilities coupled with strong analytical thinking skills  
• Attention to detail when documenting information accurately 
• Familiarity with common business applications such as Microsoft Office Suite (Word, Excel), email clients (Outlook), collaboration tools (Microsoft Teams/Webex)  
• Knowledge of Windows/Mac operating systems  
• Basic understanding of networking concepts such as IP addressing/subnetting/DNS/DHCP 

Years of Experience  

• 1+ years of relevant work experience preferably in a helpdesk or technical support role 

Educational Qualification  

• Bachelor's degree Relevant certifications such as ITIL, CHDA, Comp TIA A+, Network+, Security+ are advantageous 

TekWissen® Group is an equal opportunity employer supporting workforce diversity.