What are the responsibilities and job description for the Operations Support Analyst position at Intellibee?
Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.
Initial schedule will be Monday - Friday 8AM to 5PM through training. Once trained, schedule to include night and weekend shifts/rotations.
UPDATED INFO: The primary hours will be 8AM to 5PM with night/weekend hours through a rotation.
This role has a flexible hybrid schedule following ABC's policy of in the office in Mechanicsville, VA, three days in office, two days remote. Subject to change at any time.
Candidates must follow ABC's policies and protocols.
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.
MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS
- 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 experience/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.
TECHNICAL SKILLS
- 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.
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).
Skill Matrix:
- 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
