Tier 3 Help Desk Analyst / Yoh / Alexandria, VA

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Yoh/Alexandria, VAYoh has a contract to hire opportunity for a Tier 3 Help Desk Analyst to join our client in Alexandria VA.
Job Responsibilities:

- Provide tier 3 level support for tier 1 and tier 2 level helpdesk support.
- Troubleshoot technical issues or problems, and then provide concise directions on how to resolve these issues.
- Tracks all customer inquiries that tier 2 cannot resolve and escalates these issues when necessary personnel, (engineering or senior tier 3 support) after attempting to resolve issues.
- Work within the defined level of authority and identify appropriate personnel to obtain approval for customers and other personnel that require special requirements or additional information.
- Report all major issues to onsite Government officials, Helpdesk Manager, Program Manager.
- Record statistics and compile data used during project briefings and other scheduled meetings.
- Record and track issues with multiple applications and provide to tier 2 with appreciate response to provide to the user.
- Responsible for keeping escalated issues a top priority for engineering and senior tier 3 level support. Other duties as assigned by either the Helpdesk Manager or Program Manager.

Job Qualifications:

- Active DOD Secret clearance (HUGE PLUS) or clearable to attain one.
- 5 years technical and designer support for designers when developing or modifying forms to include assisting with logic formulas.
- Experience with retrieving information pertaining to relevant software packages and deployment efforts to include, but are not limited to;
- ApproveIt Desktop
- Lotus Forms Viewer
- Ability to maintain a database used for tracking software licenses and designer information.
- Assist program professionals with operational processes to facilitate daily business functions and perform a wide variety of routine to moderately complex administrative support duties as needed.
- Assist project leads by researching and/or analyzing information.
- Offer alpha/beta testing support to Government and EIM employees.
- Escort personnel to government locations as needed.
- Offer support to other ongoing projects.
- Participate in other duties as assigned.

If you are interested in pursuing this opportunity you will need to create a profile at https://register.yoh.com as well as apply.
Discover all that's possible with Yoh. Apply now.
Recruiter: Emelyn Ortuno
Phone Number: 703.789.1657
Visit our company website to learn more about Yoh.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.
Tax Term: CON_HIRE_W2

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