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Help Desk System Support Analyst

Help Desk System Support Analyst

The ACI GroupLanham, MD, United States
11 hours ago
Job type
  • Permanent
  • Temporary
Job description

About the job Help Desk System Support Analyst

Help Desk System Support Analyst

  • 3 month Contract (with likelihood of extension)
  • 100% Remote
  • Due to our government client requirements, we can only consider US Citizens or a Green Card Holders for this position
  • NO THIRD PARTY RECRUITERS PLEASE! CANDIDATES MUST BE SELF-REPRESENTED.

Description

Provide email and telephone technical support of a new system being implemented.

Responsibilities

  • Provide Tier 1 support through ServiceNow tickets and potentially email and phone support.
  • Serve as the first point of contact for users, addressing routine, everyday issues related to the software application.
  • Troubleshooting common issues like login problems, browser compatibility, slow application performance, session timeouts, and basic navigation errors.
  • Assisting users with file upload / download issues and basic end- user software updates.
  • Resolving connectivity issues (e.g., network connectivity, accessing the application).
  • Providing general information or usage guidance.
  • Logging and categorizing incidents in ServiceNow or similar tools.
  • Escalating unresolved or complex issues to Tier 2 support based on predefined criteria.
  • Differentiating between technical issues and non- technical requests, routing business- related queries to the appropriate teams.

    • Requirements

  • Basic technical knowledge and strong customer service skills (i.e., junior support personnel with an emphasis on communication and problem-solving).
  • 3 years relevant experience - providing email and telephone technical support.

    • Please Note :

  • Only those individuals selected for an interview will be contacted.
  • No calls, inquiries, or Third-Party Vendors please.
  • We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).
  • $1000 Referral Bonus - www.aci.com.

    • Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.

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    Help Desk Analyst • Lanham, MD, United States

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