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Help Desk Support Analyst 1

Lanham, MD · Information Technology

Job description:

To facilitate our continued growth, we are seeking a dynamic problem solving Help Desk Support Professional to join us in a full-time position within our technical support services team. (TSST) – Red Team
Using a problem solving process and industry acquired knowledge which delivers exceptional problem resolution and satisfactory customer service and follow through, you will take and solve inbound support request through a series of troubleshooting and discovery conversations to solve, resolved and or escalate help desk request. You will be responsible for responding promptly to new inquiries and proactively following up with all open customer ticket in the services desk queue/board using connectwise - Profession Services Automation (PSA) ticketing system. You will be responsible for handling the entire trouble ticket process, from the initial request steps, through the resolution process to close ticket upon resolution. Additionally, you will leverage support request to find additional opportunities that fit customer continuous process improvement.


  • Promptly answering of inbound support request
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Correct diagnose of request incidents
  • Solving request in a fast, efficient and follow best practices to resolve issues at root cause
  • Responsible for entering time and expenses in ConnectWise as it occurs
  • IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
  • Support of disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in ConnectWise
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Escalate service requests that require engineer level support
  • Improve customer service, perception, and satisfaction
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Enter all work as service tickets into ConnectWise



  • Must have 1 years working in Help Desk support role in the last 1-2 previous work history
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Must have 2 of the following certification
    • A+ Certified, Security +, (Windows 7), Network +, Apple Certified Associate
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Knowledge of Office 365 services
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Energetic phone skills, excellent listening skills, and strong writing skills
  • Strong organization skills
  • Exceptional level of motivation, energy and drive for extremely high levels of achievement
  • Possess a work ethic that sets a strong example
  • Proficiency with email, voicemail, MS Office
Accountability: The successful candidate will be someone who delivers on his or her promises and is comfortable being held to high standards
Dedication to first-class customer service: We believe a key to our success has been our fervent dedication to customer service. In your role as the primary contact with new and existing customers, your ability and desire to provide first-class customer service is critical to success.

HR Management
Smarthost Design Technologies LLC
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