Service Desk Analyst I

Information Technology Arlington, Virginia


I. Answer Help Desk phones and provide Tier I support to users on a variety of issues
II. Responds to telephone calls, email and personnel requests for technical support
III. Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
IV. Documents, tracks, and monitors the problem to ensure a timely resolution
V. Possess strong customer service and communications skills
VI. Analyze, evaluate, and test software and hardware problems
VII. Handle heavy call volume