IT Service Desk Analyst I

Job Description

Job Description

Evolver Federal is looking for an IT Service Desk Analyst I to join our team in support of our NIH customer located in Bethesda, MD.

Responsibilities

• Serve as the initial point of contact between the user and our IT service delivery department.
• Work within the ServiceNow ticketing system to create detailed work logs and technical documentation.
• Performs generic problem solving and assistance on various software applications, hardware systems and new technologies on the program.
• Provide support in the following way : chat, phone, email, and web support to users using communications, collaboration tools, and applications.
• Evaluate incoming calls to determine the extent of support required and escalate user to Tier II or Tier III in the shortest possible time frame if required.
• Provide instruction and / or training to users on existing or new systems, various applications, and new technologies.
• Assists with the review, evaluation and recommendation of solutions relating to hardware and software problems.
• Work according to scripts, SOPs, and guidelines to provide support.

Basic Qualifications :

Preferred Qualifications :

Evolver Federal is an equal opportunity employer and welcomes all job seekers. It is the policy of Evolver not to discriminate based on race, color, ancestry, religion, gender, age, national origin, gender identity or expression, sexual orientation, genetic factors, pregnancy, physical or mental disability, military / veteran status, or any other factor protected by law.

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