IT Help Desk Analyst (Hybrid)
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Job Title: IT Help Desk Analyst (Hybrid)
Location: Mechanicsville, VA
Duration:6+ Months
Job Type: Corp-Corp / 1099 / Contract W2
Rate: $30/hr on 1099
Client: State of Virginia
Interview Type: Webcam
Note: Candidate MUST be willing to work night shifts and weekends
Job Description:
- Able to Identify, research, and resolve technical and procedural issues.
- Respond to telephone calls, emails, tickets, and personnel requests for technical support.
- Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
- Escalate unresolved issues/ticket to Tier II/III support.
- Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).
- Communicate accurate and useful status updates.
- Manage and report time spent on all work activities.
- Must be able to work in a team environment.
- Must be customer service focused.
- Work independently and proactively with minimal supervision/direction.
- Flexible and able to adapt to a rapidly changing environment.
- Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS
- Technical problem resolution, judgment, and decision-making skills.
- Strong analytical, interpersonal, and written/verbal communication skills.
- Two years of technical customer service experience or equivalent education.
- Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
- Flexible and able to adapt to a rapidly changing environment.
- Ability to communicate well and work independently with minimum supervision.
- Willingness to learn new technologies, dive into challenges and take direction.
TECHNICAL SKILLS
- Strong understanding of computer systems, including hardware and software and networks.
- Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
- Strong problem-solving abilities with skills in analyzing and resolving technical issues.
- Correctly log and escalate queries in incident management system.
- Monitor open issues, keep users informed of status.
PREFERRED QUALIFICATIONS
- Degree in a relevant field preferred or equivalent relevant experience in IT support.
- ITIL certification preferred
- Network+, A+ or Security+ Certification preferred.. Experience with Ticketing Systems (ServiceNow preferred).
Skill Matrix
| Skill | Required /Desired | Amount | of Experience |
| Tier 1 Help Desk Support | Required | 3 | Years |
| Help Desk Ticketing Systems | Highly desired | 3 | Years |
| Hardware/Software Troubleshooting | Required | 3 | Years |
| Customer Service/Retail Support | Desired | 2 | Years |
| Remote Support Tools | Highly desired | 3 | Years |
| A+, ITIL, Security+ or Network+ Certification | Nice to have | 0 | |
| Degree in Relevant Field or equivalent experience in IT Support | Nice to have | 0 | |
| Strong communication skills, creative problem solving, highly organized | Required | 0 | |
Recruiter Details:
Recruiter Name: Lokesh at gsksolutions dot com
Contact Number: Eight three two- Nine nine zero - Two four two six
About GSK Solutions Inc:
GSK Solutions Inc is a leading information technology (IT) Services Company that specializes in providing complete consulting solutions and staff augmentation to its clients. We provide on-time, on-budget, and quality service to our clients and consistently meet their expectations. We are known for our superior execution on a sustained basis.
GSK has been in the business of providing both commercial and custom product development services, including, Information Security, Software Development, Consulting and IT Audit. GSK implements highly critical and time-sensitive projects for their Fortune 500 clients located across the country.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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