Tier 1 Help Desk Analyst

Overview

Tier 1 Help Desk Analyst role at Jobs via Dice. Responsible for call center support in an environment with 90% Intel-based PC and 10% Apple workstations and several custom business applications. The analyst will resolve routine issues and escalate to Tier II or eBusiness teams as needed.

Responsibilities

• Be logged into ACD by 08 : 00 daily, ready to take calls until 17 : 00 and remain on the designated status as directed by supervisor
• Answer phones
• Create and log support tickets in CRM tool (ServiceNow) for each phone call, email, or request with requisite details
• Escalate tickets to Tier II or other applicable support groups
• Respond to customer inquiries using ServiceNow
• Coordinate with Command Center Lead for Lessons Learned and additional support documentation
• Attend and complete all VP Facilitator and Program Director trainings and end-to-end testing sessions
• Login to daily training call
• Handle password resets
• Address hardware-related audio and video issues
• Provide reviewer login and orientation support
• Testing and validation as needed
• Technology testing

Requirements

The pay range is the lowest to highest compensation we reasonably believe we would pay at posting for this role. Pay may be more or less than this range. Employee pay is based on factors like education, qualifications, certifications, experience, skills, location, performance, and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical / dental / vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note : Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking Apply Today, you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. If you choose to communicate via text, frequency may vary and message and data rates may apply. You may cease communication via text by replying STOP.

Note : This description includes typical duties and qualifications and is not exhaustive of all responsibilities. Some details may be adjusted or updated by the employer.

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