Tier 1 Customer Service Analyst

Description Transparency matters! While we’re not actively hiring for a Tier 1 Customer Service Analyst at this moment, we’re always excited to connect with talented IT Specialists. If you’re interested in being part of our journey, we’d love to hear from you! Please do apply and we’ll reach out to you in the near future when this position becomes available.

Responsibilities The Tier 1 Customer Service Analyst will:

• Provide first-tier customer-facing support for tickets received via multiple contact channels including telephone, web, in-person, walk-up, and email
• Accurately document and report all incidents and service requests received
• Resolve incidents and service requests on the first contact where possible, escalate to Tier 2 when advanced troubleshooting is required
• Provide desk-side visits to end users if remote assistance is not possible or effective
• Track the total-life cycle of all tickets and tasks related to employee/contractor on-boarding, off-boarding, and organizational changes
• Follow up with task owners to ensure tasks are completed prior to a new employee's start date
• Issue and set up new/loaner IT equipment for end users, ship to remote sites as needed
• Image and re-image new and repurposed PCs
• Perform light technical writing and data entry, and assist with documentation management and updates to support internal processes and knowledge base articles
• Work on-site daily with the government customer and HumanTouch leadership
• Work an 8-hour shift between the hours of 6 AM and 7 PM, Monday through Friday

Work Experience Requirements Tier 1 Customer Service Analysts should possess excellent customer service skills, problem-solving skills, and a broad understanding of the relationships between hardware and software applications. Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices, and assorted peripheral devices.

Other Requirements

• High School Diploma or GED
• Strong verbal and written communication skills
• Authorized to work in the United States
• Ability to pass a Moderate Background Investigation
• Ability to pass a SAMHSA Drug Screening test

Additional Education, Certifications, Or Experience Required

• Prior experience supporting an IT Help Desk as a Tier I Analyst or similar role

Benefits

• Medical, Dental and Vision Coverage
• 401(k) Matching
• PTO