Help Desk Analyst 4

Job Title: Helpdesk Analyst
Location: North Chesterfield, VA
Duration: 11+ months Contract (High possibility of extension)

Job Description:
Position Summary:
The incumbent is responsible for assisting and providing customer support, by telephone, email and other means, as part of a larger effort by the client to improve communications with the public and customer services.

In addition will:

• Become familiar with the client's services.
• Answer questions from the public, business, government agencies and others.
• Identify the root cause of problems and implement solutions by gathering and analyzing available information.
• Track incoming calls and email requests for assistance.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Advanced computer skills are required that aligns with the Job Description.
• Ability to multitask and to determine root cause of problems and implement solutions, and resolve issues by gathering and analyzing data, reasoning logically, and drawing valid conclusions.
• Customer relations skills.
• Good verbal and written communication skills
• Proficiency with Microsoft products (Word, Excel, PowerPoint, Visio, Outlook).