IT Help Desk/Data Analyst

Williams Consulting LLC is looking for a Help Desk Technician who can work onsite in Baltimore, MD. Williams Consulting LLC is an 8a, HUBZone and Woman-owned Small Business with Federal, State, Local and Commercial clients. We take great pride in our ability to provide exceptional customer service and we value our employees and recognize their contributions to the success of our clients and our company. We offer competitive salaries and support flexible work locations and scheduling, when possible. We offer competitive benefits including Medical, Vision, and Dental coverages through national plans. Life, AD&D, Short & Long Term Disability Insurance, PTO, and 401k. Description: The client is looking for a competent Help desk/Data analyst to provide fast and useful technical assistance on computer systems. The consultant will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s reputation and business. Responsibilities: Serve as the first point of contact for customers seeking technical assistance over the telephone or email serving as both Tier 2 and Tier 3 inquiries as need. Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information including the support of customer data analysis efforts as needed to include data queries Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Requirements: Proven experience as a help desk/data analyst or other customer support role Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English Excellent communication skills Customer-oriented and cool-tempered Completion of Trade school or college courses in: practical applications of computer technologies, CCNA on Network +, computer principles, and procedures with relative certifications or 2-years of practical on-the-job training experience. Work authorization: United States (Required) HUBZone Residential address Verify HUBZone address: https://maps.certify.sba.gov/hubzone/map#center=39.828200,-98.579500&zoom=5 This job requires you pass a background check: Yes This job requires a drug screening: Yes Williams Consulting LLC does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.