Audley Consulting Group (ACG) is seeking a full time

Tier 1 Help Desk Analyst

to support our Federal Government customer at the client location in Rockville, MD.Duties and Responsibilities:Answer Help Desk phones and provide Tier 1 Support to users on a variety of issues.Respond to telephone calls, emails, and personnel requests for technical support.Documents, tracks, and monitors requests to ensure a timely resolution of all inquiries.Analyze, troubleshoot, and test client solutions.Handle heavy call volume.Be able to work a flexible schedule.Education and Years of Experience:High School Diploma1 to 3 years of demonstrably successful customer service background.Help Desk experience preferred but not required.Required Skills:Excellent verbal and written communications skillsExcellent interpersonal skills, especially the ability to listen and understand what is being described.Willingness to ask questions and learn quickly.Able to clearly explain ambiguous concepts.The flexibility to work within a team or independently.Basic understanding of computer terms and customer service operations.Working knowledge of IT ticketing systems is a plus.

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