What are the responsibilities and job description for the Operations Support Analyst position at Integrated Resources, Inc ( IRI )?
Job Title: Operations Support Analyst /Tier 1 Help Desk Ops
Location: Mechanicsville, VA- Hybrid (3 days onsite/week)
Duration: 8 months Contract
Job Description:
Essential Job Functions:
Required / Desired
Location: Mechanicsville, VA- Hybrid (3 days onsite/week)
Duration: 8 months Contract
Job Description:
Essential Job Functions:
- Able to Identify, research, and resolve technical and procedural issues.
- Respond to telephone calls, emails, tickets, and personnel requests for technical support.
- Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
- Escalate unresolved issues/ticket to Tier II/III support.
- Must 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.
- Must be able to work in a team environment.
- Must be customer service focused.
- Work independently and proactively with minimal supervision/direction.
- Flexible and able to adapt to a rapidly changing environment.
- Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
- Technical problem resolution, judgment, and decision-making skills.
- Strong analytical, interpersonal, and written/verbal communication skills.
- Two years of technical customer service experience or equivalent education.
- Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
- Flexible and able to adapt to a rapidly changing environment.
- Ability to communicate well and work independently with minimum supervision.
- Willingness to learn new technologies, dive into challenges and take direction.
- Strong understanding of computer systems, including hardware and software and networks.
- Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
- Strong problem-solving abilities with skills in analyzing and resolving technical issues.
- Correctly log and escalate queries in incident management system.
- Monitor open issues, keep users informed of status.
- 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).
Required / Desired
- Tier 1 Help Desk Support - Required 3 Years
- Help Desk Ticketing Systems - Highly desired -3 Years
- Hardware/Software Troubleshooting - Required - 3 Years
- Customer Service/Retail Support - Desired 2 Years
- Remote Support Tools - Highly desired - 3 Years
- A , ITIL, Security or Network Certification - Nice to have
- Degree in Relevant Field or equivalent experience in IT Support - Nice to have
- Strong communication skills, creative problem solving, highly organized - Required
