Enterprise Information Services, Inc.

  • Help Desk Analyst (MNP/NEL)

    Job Location US-LA-New Orleans
    ID
    2019-3781
    # of Openings
    1
    Targeted Job Start Date
    1/28/2019
  • Overview

    Enterprise Information Services, Inc. (EIS) is seeking a Help Desk Analyst (Tier 1) to support the SPAWAR Enterprise Service Desk in New Orleans, LA.

    Responsibilities

    • Provide Tier 1 support in a service/help desk environment with the goal of first contact resolution, by phone, email requests, and web-submissions. In this position, you will collect and document incidents and service requests with pertinent data, as well as escalating tickets to appropriate groups when necessary. Log and prioritize calls into the call management system in accordance with Service Level Agreements.
    • Ability to effectively troubleshoot and resolve problem issues. Ability to multi-task in a fast-paced environment. Clear thinker with excellent interpersonal, written, and verbal communication skills.
    • Respond to incoming telephone calls, emails, web-submissions and other requests for technical support. Use an established Knowledge Base to search for solutions common to reoccurring problems/issues.
    • Provide inputs and recommendations for new Knowledge Base articles when new problems/issues are encountered.
    • Provide login assistance including resetting passwords

    Qualifications

    Required Qualifications:

    • Active Top Secret Clearance
    • Work effectively with little instruction on day-to-day tasks and general instructions on new projects or assignments.
    • Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
    • Must be able to work autonomously as well as being a team player

    Desired Skills/Experience:

    Experience with the following software tools:

    • ITSM- (ticket writing and tracking) Ability to select the proper template based on customer requirements. Collaborate with the team to create new templates as needed.
    • ELIAAS- ability to obtain an Electronic Learning Integrated Authentication and Authorization System (ELIAAS) account by submitting a SAAR request to our Tier 2 Administrators to access users profiles and course activities for troubleshooting guidelines.

    EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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