Help Desk System Support Analyst

Help Desk System Support Analyst

• 3 month Contract  (with likelihood of extension)
• 100% Remote 
• Due to our government client requirements, we can only consider US Citizens or a Green Card Holders for this position
  
• NO THIRD PARTY RECRUITERS PLEASE!  CANDIDATES MUST BE SELF-REPRESENTED.

Description

Provide email and telephone technical support of a new system being implemented.

Responsibilities

• Provide Tier 1 support through ServiceNow tickets and potentially email and phone support.
• Serve as the first point of contact for users, addressing routine, everyday issues related to the software application.
• Troubleshooting common issues like login problems, browser compatibility, slow application performance, session timeouts, and basic navigation errors.
• Assisting users with file upload/download issues and basic end- user software updates.
• Resolving connectivity issues (e.g., network connectivity, accessing the application).
• Providing general information or usage guidance.
• Logging and categorizing incidents in ServiceNow or similar tools.
• Escalating unresolved or complex issues to Tier 2 support based on predefined criteria.
• Differentiating between technical issues and non- technical requests, routing business- related queries to the appropriate teams.

Requirements

• Basic technical knowledge and strong customer service skills (i.e., junior support personnel with an emphasis on communication and problem-solving).
• 3 years relevant experience - providing email and telephone technical support.

Please Note:

• Only those individuals selected for an interview will be contacted.
• No calls, inquiries, or Third-Party Vendors please.
• We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).
• $1000 Referral Bonus - www.aci.com.

Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.