• Location: McLean, Virginia
  • Type: Contract
  • Job #1683
Service Desk Analyst
McLean or Warrenton, VA
TS/SCI w Polygraph Required
  • 1st week = 6pm – 6am, Monday, Tuesday, Friday, Saturday, Sunday
  • 2nd week = 6pm – 6am, Wednesday and Thursday

     

The Service Desk Analyst is the first point of contact for the users who call the Service Desk. While providing the highest level of customer service, the Systems Support Specialist uses knowledge base tools and SOPs along with their expertise to resolve tier 1 requests in a timely fashion. The Systems Support Specialist escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and provide basic desktop support. Work with small team of Systems Support Specialists to meet customer’s service level targets.
 
Duties and Responsibilities:
  • Serving as the first point of contact for customers seeking technical assistance over the phone or email
  • Respond to questions from all emails and callers
  • Walk the customer through the problem-solving process
  • Become familiar with helpdesk policies and services
  • Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Determining the best solution based on the issue and details provided by customers
  • Follow-up and update customer status and information
  • Other duties as assigned by the Service Desk Lead
     

    Equal Opportunity Employment
    Cornerstone Defense is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive working environment for all employees and to upholding diversity in our recruiting and hiring processes. All qualified applicants will receive equal consideration for employment without regard to sex, gender identity, sexual orientation, race, color, age, religion, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by law.

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