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Introduction

We are seeking a customer-focused and technically skilled Tier 1 Help Desk Analyst to provide first-level support for end users experiencing technical issues. This role is critical in ensuring smooth day-to-day operations by resolving basic IT problems, escalating complex issues, and maintaining high levels of customer satisfaction.

Rôle et responsabilités
  • Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
  • Provide basic troubleshooting for hardware, software, network, and application issues.
  • Log and track support requests using a ticketing system, ensuring timely resolution or escalation.
  • Escalate unresolved issues to Tier 2 or Tier 3 support teams as needed.
  • Assist with password resets, account unlocks, and access requests.
  • Follow standard operating procedures and contribute to knowledge base documentation.
  • Maintain professionalism and empathy in all user interactions.
  • Support onboarding/offboarding processes including account setup and equipment provisioning.

 

Formation requise
Diplôme de fin d'études secondaires/de formation générale
Formation souhaitée
Grade d'associé/Diplôme d'études collégiales
Expertise professionnelle et technique requise
  • High school diploma or equivalent; associate degree or technical certification preferred.
  • 1+ year of experience in customer service or help desk role.
  • Basic understanding of Windows OS, Microsoft Office Suite, and common enterprise applications.
  • Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
  • Strong communication and problem-solving skills, with attention to detail.
  • Ability to work independently and as part of a team.
  • Must be eligible to obtain Public Trust clearance upon hire.
Expertise professionnelle et technique souhaitée
  • CompTIA A+, ITIL Foundation, or similar certifications.
  • Experience in a federal or government consulting environment.
  • Knowledge of Active Directory, VPNs, and remote desktop tools.

L'unité commerciale

IBM Consulting est l'activité de conseil et de services professionnels mondiaux d'IBM, avec des capacités de pointe dans la transformation des entreprises et des technologies. Avec une expertise approfondie dans de nombreux secteurs, nous offrons des services de stratégie, d'expérience, de technologie et d'exploitation à un grand nombre des entreprises les plus innovantes et les plus précieuses du monde. Nos collaborateurs se concentrent sur l'accélération des activités de nos clients grâce au pouvoir de la collaboration. Nous croyons au pouvoir de la technologie utilisée de manière responsable pour aider les gens, les partenaires et la planète.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

IBM offers a competitive benefits program which may include medical & prescription drug coverage, dental, vision, mental health & well being, 8 paid holidays, minimum 56 hours paid sick time, 80 hours paid vacation, life insurance, 401(k), financial counseling, and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role
We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.