remote
Tier 1 Help Desk Analyst - Chenega Corporation
Software Engineer
Tier 1 Help Desk Analyst providing first‑line support for government operations, troubleshooting Windows/Linux environments, managing tickets, and ensuring uptime with ITIL best practices.
About the role
Key Responsibilities
- Respond to and resolve user incidents via phone, email, and remote tools for Windows and Linux platforms.
- Log, track, and close tickets in the organization’s ticketing system, ensuring SLA compliance.
- Perform basic troubleshooting of hardware, software, and network connectivity issues.
- Escalate complex problems to Tier 2/3 teams and follow up to ensure resolution.
- Maintain accurate documentation of procedures, solutions, and system configurations.
Requirements
- 1+ year of help desk or technical support experience.
- Strong knowledge of Windows and Linux operating systems.
- Experience with Active Directory, group policies, and user account management.
- Familiarity with ITIL concepts and ticketing systems (e.g., ServiceNow).
- Excellent communication skills and a customer‑focused attitude.
Skills
linuxactive directoryitil