Operations Support Analyst - Hybrid

Job Description:

As an Operations Support Analyst, you will identify, research, and resolve technical and procedural issues. This role involves responding to telephone calls, emails, tickets, and personnel requests for technical support. You will document, track, and monitor issues and tickets to ensure timely resolution and escalate unresolved issues to Tier II/III support. You must be able to read and comprehend technical procedures and Standard Operating Procedures (SOPs) while communicating accurate and useful status updates. Managing and reporting time spent on all work activities is essential, as is working in a team environment with a focus on customer service. You will work independently and proactively with minimal supervision and direction, adapting to a rapidly changing environment and being available for flexible shift schedules, including nights, weekends, and some holidays.

Key Responsibilities:

• Identify, research, and resolve technical and procedural issues
• Respond to telephone calls, emails, tickets, and personnel requests for technical support
• Document, track, and monitor issues/tickets to ensure timely resolution
• Escalate unresolved issues/tickets to Tier II/III support
• Read and comprehend technical procedures and Standard Operating Procedures (SOPs)
• Communicate accurate and useful status updates
• Manage and report time spent on all work activities
• Work effectively in a team environment
• Maintain a customer service-focused approach
• Work independently and proactively with minimal supervision
• Be flexible and able to adapt to a rapidly changing environment
• Work flexible shift schedules, including nights, weekends, and some holidays
  
  

Required Skills, Experiences, Education, and Competencies:

• Strong understanding of computer systems, including hardware, software, and networks
• Excellent analytical abilities to identify, diagnose, and resolve customer call and email issues
• Strong problem-solving skills with the ability to analyze and resolve technical issues
• Experience logging and escalating queries in an incident management system
• Ability to monitor open issues and keep users informed of status
• Strong technical problem resolution, judgment, and decision-making skills
• Excellent analytical, interpersonal, and written/verbal communication skills
• Two years of technical customer service experience or equivalent education
• Ability to exhibit a positive approach and work efficiently as an individual contributor and team member
• Flexibility and adaptability to rapidly changing environments
• Strong communication skills with the ability to work independently with minimal supervision
• Willingness to learn new technologies, tackle challenges, and take direction
  
  

Preferred Qualifications:

• Degree in a relevant field preferred or equivalent relevant experience in IT support
• ITIL certification preferred
• Network , A , or Security Certification preferred
• Experience with ticketing systems (ServiceNow preferred)
  
  

The hourly range for roles of this nature are $20.00 to $40.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.