HMSHost Careers

IT Support Analyst I

Bethesda, MD

Information Systems

Job Description

Location: Corporate Systems
Unit Name: Customer Support Desk
Unit Code: 9FI9SY21
Hourly Rate (if applicable):


The IT Support Analyst I is responsible for providing technical support to customers, ensuring that excellent customer service is provided to both internal and external customers. This is a nonexempt position and typically reports to the Helpdesk Manager.

Essential Functions:
  • Responds to incoming requests for technical support and assistance
  • Provides first contact/first level resolution for majority of incoming requests and provides desk side/remote support to perform diagnostics and analyze issues
  • Installs approved applications and images on company-provided computers
  • Configures company-provided mobile devices
  • Properly assigns/escalates issues to other support teams as required, and follows up to ensure completion
  • Captures and documents knowledge solutions for internal reuse and customer self-service
  • Adheres to customer service policies, procedures, goals, and guidelines
  • Works assigned schedule, including evening, weekend, and holiday coverage as needed
  • Develops and maintains solid working relationships with others across the IT department

Minimum Qualifications, Knowledge, Skills, and Work Environment:
  • Requires associate's degree in a technical field or related course of study
  • Requires 1+ years of customer service center experience in high call volume, large multi-operating system environment
  • Requires strong communication, problem solving, and analytical skills
  • Requires a proficiency supporting Windows 7, MS Office 2010, Adobe Acrobat, Internet Explorer, and Outlook
  • Must have the ability to work as a part of a cross-functional team and to interact with all levels of the organization, including senior management and operations
  • Demonstrates attention to detail, good time management, customer service, and organization skills
  • Relevant industry certifications (CompTIA, Microsoft, HDI) preferred

Equal Opportunity Employer (EOE)
Minority/Female/Disabled/Veteran (M/F/D/V)
Drug Free Workplace (DFW)

Schedule Full time
Shift Day Job
Job Level Corporate
Expertise Information Systems
Job Type Standard
Location MD - Bethesda - Corporate Office