Technical Support Analyst

Position Title

CCaaS Tier 1 Support Analyst – Morning Shift

Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday. The morning shift will be staggered staffing from 6:30am-3:30pm

Key Required Skills:
IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.

Position Description:

​*** Selected candidate is required to work
. Morning shift will be staggered staffing from
6:30am-3:30pm​

• Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager.
• Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents.
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
• Help build and develop continuous process improvement.
• All other duties as assigned or directed.

Skills Requirements:

FOUNDATION FOR SUCCESS (*_Basic Qualifications_*)

• 2 years of experience providing Tier 1 IT support services to customers.
• 2 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
• 1 year of experience using an IT Service Manager application for logging tickets and requests.
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

*** Selected candidate

*** Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday. Morning shift will be staggered staffing from 6:30am-3:30pm

FACTORS TO HELP YOU SHINE (*_Required Skills_*)
These skills will help you succeed in this position:

• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
• Experience with using ServiceNow IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Flexible and positive attitude with interest in learning new technical skills.
• Strong problem-solving skills and the ability to work in a fast-paced environment.
• Strong understanding of IVR terminology and services.
• High level of organization, reliability, and independence.
• Passion and understanding of technology.
• Must be able to obtain and maintain a Public Trust. Contract requirement.

HOW TO STAND OUT FROM THE CROWD(Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:

• ​Strong written and verbal communication; ability to engage customers and respond effectively to questions.
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.
• Prior Federal government experience.​

Education:

• ​Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
• Must be able to obtain and maintain a Public Trust. Contract requirement.

Job Type: Full-time

Pay: $55,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Morning shift

People with a criminal record are encouraged to apply

Application Question(s):

• Are you able to pass a background check and receive a Public Trust Clearance
• Do you have any prior Federal Government experience?

Experience:

• Help desk: 2 years (Required)
• MS Windows OS and Office 365 Suite: 1 year (Preferred)
• ServiceNow: 1 year (Preferred)
• hardware troubleshooting: 1 year (Required)

Work Location: In person

Salary : $55,000 - $75,000