Last Updated:  9/13/2018

Position Description

Desktop Support Tier 1 Analyst


Federal Resources Corporation has an immediate need for a Desktop Support Tier 1 Analyst in San Antonio, TX.


• First-level support of all inbound calls, generating an Incident for all new issues.

• Accurately logging, ticketing, and tracking/owning all incidents.

• First contact resolution of desktop issues or follow proper escalation procedures

• Provide accurate, timely, and professional resolution on all supported issues.

• Provide a high level of professionalism and customer service.

• Timely, accurate, thorough and professional follow-up on all Incidents.

• Quickly identify and escalate high-priority issues.

• Accurately triaging/assigning/escalating tickets per current processes and standards.

• Efficiently and accurately resolving all assigned Incidents.

• Identify and document Incident resolution and support knowledge.

• Timely and accurate completion of all assigned duties.

• Maintain dependable attendance and schedule adherence



• Strong critical thinking skills that facilitate expedient problem solving

• Strong communication skills

• The ability to effectively communicate technical matters to a non-technical audience

• Hardware/software maintenance skills

• Ability to multitask while staying focused in a fast-paced competitive environment

• Proficient with Microsoft Office

• Proficient with Windows 7 and Windows 10 operating system

• Knowledge of mobile devices

• Experienced in the use of remote access applications

• Able to work in a team environment

• Able to resolve technical issues within the policies and guidelines provided

• Excellent customer service skills


• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one

• CompTIA certification and enrolled in the CompTIA Continuing Education (CE) Program

• Security+ Certified

• Microsoft Certified IT Professional (MCP) preferred

• 2 to 3 years of recent experience in a help desk/desktop support environment

• Ability to work in a 24/7/365 environment including holidays

• Familiar with Service Desk support methodology

• AA/AS Degree in Computer Science, MIS, or related field/equivalent experience preferred

• Relevant technical certifications preferred

• Familiar with ITIL

• HDI certification preferred