Tier 1 Analyst
ECS
- Washington DC
- Permanent
- Full-time
- Acting as the primary POC for customers;
- Handling initial customer requests/inquiries/incidents received by web portal, phone, email, or walk-in;
- Providing basic troubleshooting;
- Providing user account management, password resets, mobile device, telework, and general end user support for Enterprise services;
- Performing routine software installations;
- Prioritizing requests based on urgency, service impact, and the requestor;
- Defining and documenting workflow and processes;
- Ticket handling;
- Escalation procedures;
- Compliance management;
- Quality assurance;
- Receiving calls across all IT lines of business and the ability to handle initial fact finding and troubleshooting tasks; and Escalating tickets to Tier 2 and 3 per FCC procedures.
- Provide technical support via phone, email or in person to customers (shift work).
- Track all work in the FCC IT Service Management (ITSM) system.
- Conduct a monthly service ticket review with the Team Lead.
- Measure the quality of services provided to end users.
- Provide technical support for application and software.
- While performing the duties of this job, the employee is regularly required to sit at a desk and use a computer for extended periods.
- The position is generally sedentary but may require walking or standing for brief periods of time.
- Employee may occasionally be required to move, carry, push, pull and/or lift up to 10 pounds. i.e. laptop
- In this position, the employee may receive customers in person and will need to rise from his desk and assist customers by communicating and directing.
- Job is performed onsite with the exception of weekend support, which is performed remotely.
- The noise level in the work environment is generally very low with minimal background noise.
- Comfortable climate control and adequate lighting.
- Ability to communicate effectively in writing and verbally.
- Be a team player.
- Ability to provide customer service.
- Ability to perform basic IT troubleshooting.
- A+ Certification.