Overview: Overview
TISTA Science and Technology Corporation is seeking a Junior Help Desk Support technician to join our growing corporate Information Technology team at Rockville, MD. TISTA is looking for candidates who will be part of a talented team of engineers that demonstrate superb technical competency, deliver mission critical infrastructure, and ensure the highest levels of availability and performance. The candidate should be able to communicate effectively with technical and business professionals by applying analytical trouble shooting skills. This person must be resourceful, detail-oriented, and 100% client-focused, with a continuing passion for your profession
Responsibilities:

• Provide Tier 2 Support for customers via phone and email
• Provide technical assistance for questions and problems and help fix issues
• Follow up with customers to ensure full resolution of issues
• Create and monitor service tickets in Service Now and JIRA
• Write, edit, and revise training manuals for new and updated software
• Corroborate and validate data from multiple sources
• Perform user acceptance testing for releases and maintenance
• Diagnose system errors and other issues
• Create weekly and ad-hoc reports

Create and analyze reports to identify common issues and problems
Qualifications:

• 1+ years’ experience working in a Service Now/Help Desk environment preferred
• Knowledge of ITIL Framework, ISO 20000 and CMMI Service desired
• Experience with OS 365 applications such as Outlook, Teams, SharePoint etc.
• Strong computer skills, especially with experience on Dell laptops
• Ability to troubleshoot and diagnose IT problems
• Familiarity with both PC and Mac, experience with different browsers
• Good customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
• Experience responding to requests for IT support from employees and tracking these problems using the Service Now/JIRA ticketing management system until complete resolution is attained
• Detail-oriented including updating all service tickets with detailed notes
• Good writing and editing skills to aid in writing and updating manuals
• Ability to identify the gaps within the existing operating procedures and fill them
• Having a record of creating, developing and documenting best practices
• Experience in troubleshooting hardware and software problems and providing effective solutions
• Proactive and excited to learn new things

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Education: *

• Bachelor’s degree in an IT-related field, or an Associate’s degree

Job Type: Full-time