What are the responsibilities and job description for the Help Desk Analyst position at Interactive Process Technology LLC?
Help Desk Analyst
Remote
Overview:
IPTA is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.
Our Team:
We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with "fierce determination, fearless integrity, and passionate service." Our belief is that our people are the key to success. By encouraging and enabling continued learning, our team members grow to achieve their personal career goals. We are looking for:
- Smart people with a passion for technology
- Ability to solve challenging business problems
- Self-directed professionals
- Hunger to continually learn and grow
Responsibilities:
- Provide Tier 1 troubleshooting support for incoming calls and email for designated shift on 24/7 service desk: Contiguous United States (CONUS), Pacific Air Forces (PACAF) and United States Air Forces in Europe (USAFE)
- Answer incoming calls and respond to email incidents and requests for assistance in accessing or utilizing applications supporting the military and civilian human resource applications
- Create a trouble ticket in the incident management application for each phone call and email incident, problem, or request reported by the customer. Trouble tickets shall be categorized and assigned in accordance with established TTPs
- Create, reset and unlock user accounts and passwords for applications assigned
- Triage customer concerns and if the problem is determined not to be related to a technical issue with A1 DTA managed applications, the caller shall be redirected to the appropriate point of contact. The Contractor shall include information and advice on how to communicate the problem to ensure the caller and the point of contact understands the problem
- Monitor the A1SD group email inbox daily and create trouble tickets for all incidents, requests and problems submitted and resolve or escalate trouble tickets to Tier II technical personnel
Qualifications:
- Security Certification
- Prior experience as Help Desk or Service Desk analyst
- Active Security clearance
This job posting sets forth the authorities and responsibilities of this position, which may be changed from time to time as shall be determined.
IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity.
Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.
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