IT Help Desk Analyst

• Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail and accuracy
• Update all tickets according to Service Level Agreements (SLA)
• Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
• Recognizing and escalating more difficult problems
• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
• Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
• Assist with coaching/ training as...

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring a Corporate IT Support/Help Desk Analyst in Lexington Park, MD. The selected applicant will be responsible for:

• Effective use of Help Desk tracking and ticketing system(s)
• Effective verbal and written communication
• Maintaining professional relationship with all customers and clients in a very busy call center environment
• Providing technical support by responding to and resolving end-user problems
• Installation and configuration of new workstations, peripheral equipment, and software
• Documenting internal procedures
• Assisting with onboarding of new users
...

• Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail and accuracy
• Update all tickets according to Service Level Agreements (SLA)
• Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
• Recognizing and escalating more difficult problems
• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
• Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
• Assist with coaching/ training as...

• Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail and accuracy
• Update all tickets according to Service Level Agreements (SLA)
• Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
• Recognizing and escalating more difficult problems
• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
• Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
• Assist with coaching/ training as...

• Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail and accuracy
• Update all tickets according to Service Level Agreements (SLA)
• Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
• Recognizing and escalating more difficult problems
• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
• Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
• Assist with coaching/ training as...

• Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail and accuracy
• Update all tickets according to Service Level Agreements (SLA)
• Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
• Recognizing and escalating more difficult problems
• Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
• Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
• Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
• Assist with coaching/ training as...