CCaaS Tier 2 Support Analyst - Morning Shift

Omm IT Solutions | Permanent W-2 Employee / Corp2Corp Contractor

CCaaS Tier 2 Support Analyst - Morning Shift

Windsor Mill, United States | Posted on 03/14/2025

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sJob Informatio

• nDate Opened 03/14/2025
• Start Date 2025-02-14T00:00:00-05:00
• Job Type Permanent W-2 Employee / Corp2Corp Contractor
• Compensation Negotiable
• Industry IT Services
• State/Province Maryland
• City Windsor Mill
• Zip/Postal Code 21244
• Country United States
• Work Authorization No Visa Sponsorship Provided. Green Card EAD can also apply
• Background Check/Public Trust Clearance Active clearance is NOT required but candidate must be able to obtain and maintain a US Public Trust clearance
• Job Opening ID Omm2486J
  
  

Job Descriptio

nPlease Note:

• Selected candidate must reside within two (2) hours of the client's Headquarters in Woodlawn, MD
• Selected candidate is required to work on-site at the client's headquarters 5 days a week Monday – Friday. This is for the morning shift and it will be staggered staffing from 6:30am-2:30pm. Actual work hours to be finalized by the CCaaS Service Manager.
  
  

Position Descriptio

• nProvide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team
• .Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 resources) to log issues and requests in ServiceNow IT Service Manager
• .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
• .Provide off-hour emergency support as needed
  
  

.Key Required Skill

• sExperience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting
  
  

.Requirement

sBasic Qualifications

• :3 years of Help Desk/Desktop support experience
• .3 years of experience working with laptops running Microsoft Windows OS and Office365 suite
• .2 years of experience providing Tier 2 IT support services to customers
• .2 years of experience using an IT Service Manager application for logging tickets and requests
• .Must have strong communication and customer service skill
• sGood Interpersonal skills that demonstrate the ability to communicate with customers
  
  

.Required Skill

• sBachelor'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
• .Provide guidance and mentor Tier 1 Support Analysts
• .High level of organization, reliability, and independence
• .Passion and understanding of technology
• .Must be able to obtain and maintain a Public Trust. Contract requirement
  
  

.Desired Skill

• s 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/Work Experienc

eBachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7 years of experience in lieu of a degre

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