Tier 1 & 2 Service Desk with ServiceNow and Five9 exp.

Immediate long term contract opportunity for Service Desk Analyst with direct client in Arlington, VA.

Trigyn's direct govt. client has an urgent contract opportunity for a Service Desk Analyst (Tier 1 / Tier 2) with EXPERIENCE in ServiceNow and Five9.

Position is in Arlington, VA (HYBRID). located at 2100 Clarendon Blvd, Arlington, VA (Courthouse Metro).

Work schedule is HYBRID : The position is regular 40 hour week, Monday through Friday, with hours ranging from 7 am to 5 pm (FLEXIBLE),

The client operates primarily in a Windows environment using Office 365, with a mix of laptops, desktops, and mobile devices, utilizing ServiceNow for ticket management.

Requirements:
• Must be a High School Graduate or equivalent.
• MUST BE proficient using ServiceNow
Capabilities must include wireless and remote troubleshooting, superior customer service skills, excellent communications skills and recent Help Desk experience.

• Experience using Five9 is desired
• CompTIA A+, Security + or Network + certification HDI Certification a plus.
• ITIL Foundation a plus.

Description:
The client is looking for a Tier-1/Tier-2 Service Desk Analyst to provide technical support to internal employees. The role involves responding to incidents and requests through various channels and requires both in-office and remote troubleshooting.

Role and responsibilities:
The analyst will deliver Tier-1 support by answering and triaging incidents and requests via phone, email, and self-service portals, escalating issues as needed, and providing Tier-2 support including hardware and software troubleshooting, installations, and remote assistance. They will also contribute to knowledge articles and support technology integration projects.

Position responsibilities include, but are not limited to:

Deliver Tier-1 Support in office
• Answer, validate and triage incoming:
• Phone-in Incidents and Requests from Internal employees.
• Email submitted Incidents and Request from Internal employees.
• Self-service ticket submissions routed from Internal employees.

• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e. when to expect a follow-up contact and by whom).
• Identify and perform First Contact Resolution tickets.
• Provide technical information/assistance on configuration, setup, maintenance and initial troubleshooting of client standard computer systems, hardware, and software.
• Provide best effort support for technical information/assistance on non-standard computer systems, hardware and software, and internet service providers.
• Develop/contribute to and maintain Knowledge Articles.
• Follow up on customer queries with T2 (in-depth technical support – power user) and T3 (expert product and service support – engineers, architects) teams.
• Provide support and follow up for specifically assigned tasks.

• Provide Tier 2 IT desk side and/or call center support to end users for software and hardware troubleshooting
• Installs, modifies, and repairs computer hardware and software both in person and using remote access tools
• Provide support for on-site and remote (via Citrix) technology integration including laptops, printer networks, and VOIP systems
• Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Utilize ServiceNow to create, update, and close incident and service requests
• Assist with configuration and support for agency issued mobile devices
• Provide excellent customer service,
• Serve as a technical expert and liaison to ACG Department clients and contract staff.

About Trigyn: Trigyn is an IT Services Company that has been in business for 30 years with more than 1,500 resources deployed today. Trigyn is ISO 9001:2015, ISO 27001:2013 (ISMS) and CMMI Level 5 Certified. Trigyn is an E-Verify® Employer.