Job Description

HumanTouch is looking for TIER 1 CUSTOMER SERVICE ANALYSTS to support our IT Service Desk for a federal government customer.

RESPONSIBILITIES

The TIER 1 CUSTOMER SERVICE ANALYST will:

• Provide first level customer-facing support for tickets received via multiple contact channels including telephone, web, in person walk-up, chat, and email
• Resolve the most common technical incidents and and service requests
• Accurately document and report all incidents and service requests received
• Work on site daily with the government customer and HumanTouch leadership (some exceptions apply due to COVID)
• Work an 8-hour shift between the hours of 6 AM and 7 PM, Monday through Friday

WORK EXPERIENCE REQUIREMENTS

Customer Service Analysts should possess excellent customer service skills, problem solving skills, and a broad understanding of the relationships between hardware and software applications. Must have the ability to support and troubleshoot end-user IT equipment such as laptops and docking stations, conference room equipment, network and personal printers, wireless devices, computer monitors, mobile devices and assorted peripheral devices.

OTHER REQUIREMENTS

• High School Diploma or GED
• Strong verbal and written communication skills
• Authorized to work in the United States
• Ability to pass a Moderate Background Investigation
• Ability to pass a SAMHSA Drug Screening test

ADDITIONAL EDUCATION, CERTIFICATIONS, OR EXPERIENCE PREFERRED:

• Prior experience supporting an IT Help Desk as a Tier 1 customer service analyst or similar role
• Experience working as a federal contractor or employee

Company Description

HumanTouch, LLC is Headquartered in McLean, Virginia. We are an IT Services Company specializing Cybersecurity, Cloud Computing, PMO and IT Infrastructure.