What are the responsibilities and job description for the Tier 1 Help Desk Support position at nLeague?
Job Id: 752390
Position: Operations Support Analyst - IN PERSON IVS ONLY!
Client: ABC
Location: ON SITE at 7450 Freight Way, Mechanicsville, VA 23116
Duration: 06 Months
Position: Operations Support Analyst - IN PERSON IVS ONLY!
Client: ABC
Location: ON SITE at 7450 Freight Way, Mechanicsville, VA 23116
Duration: 06 Months
- There IS available parking at this facility for contractors at no cost.
- Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls, and other customer support activities.
- The initial schedule will be Monday through Friday, 8 AM to 5 PM, through training. Once trained, schedule to include night and weekend shifts/rotations.
- UPDATED INFO: The primary hours will be 8 AM to 5 PM 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 the office and two days remote. Subject to change at any time.
- Candidates must follow ABC's policies and protocols.
- 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 experience/education.
- Ability to exhibit a positive approach and 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 the incident management system.
- Monitor open issues and 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).
