KeenLogic is currently looking for a talented and self-motivated Tier I Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is full-time and onsite, Monday- Friday.
The candidate will be responsible for call center support of an environment composed of 90% Intel based PC and 10% Apple workstations and several custom business application. The candidate will be responsible for assisting customers when they call into or walk into the customer service center. The candidate shall be prepared to perform resolution of routine issues (password reset, account/workstation unlocking, basic workstation remediation) during the call. Where required the Tier I candidate will escalate to the Tier II team or the eBusiness team for more detailed level of support.
Qualifications
- Bachelor’s degree and 1 year of experience.
Required Skills
- 1+ years of experience with Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install)
- 1+ years of experience with Incident/Request (Analysis, Documentation)
- 1+ years of experience with Mobile Device Management (Provision, Reset, Remote Wiping)
- Effective written and oral communication skills
Desired Skills
- ITIL Service Management
- Technical Writing Experience
- CRM/Ticketing/ACD Systems
Skills Required
- Bachelor's degree
- 1+ year of hardware and application support experience, including diagnosis, remediation, password resets, and application installation
- 1+ year of incident and service request analysis and documentation experience
- 1+ year of Mobile Device Management experience, including provisioning, resets, and remote wiping
- Effective written and oral communication skills
- ITIL Service Management experience
- Technical writing experience
- CRM, ticketing, or ACD systems experience
What We Do
Today’s government agencies must continually evolve to keep pace with the dynamic and rapidly changing technology landscape. To ensure continual innovation and improvement, these agencies must be able to anticipate all future needs while embracing technological advancements. At KeenLogic, we create value through differentiation, innovation, and technology to drive high-quality enterprise IT services such as help desk as a service — for government customers. We combine the latest states of “what is” with an unrealized yet needed version of “what could be.” KeenLogic operates two distinct lines of business: (1) Enterprise IT Services (Helpdesk/Service Desk) (2) Network/Internet Services (Fixed-Wireless Microwave Broadband) We have a 10-year track record of high-quality performance and service delivery and a reputation for taking exceptional care of our team. The company is well funded and capitalized to support new project ramp-up and overhead costs, has a highly experienced executive and management team, and a board of directors with over 20 years of management and operations experience. We aim to provide the highest standard of customer service to government agencies by leveraging a corporate foundation that is built on CMMI Level III business processes, leadership, and financial strength. Key attributes: • 10-year history of providing quality, customer-focused IT solutions • Excellent past performance and track record • 95% employee retention rate • Small business agility with large business resources • Secret facility clearance • Well capitalized for project ramp-up • KeenLogic is a reputed enterprise IT services and help desk solutions provider that answers today’s problems while anticipating the needs of tomorrow.
