IT Support Specialist

Position Title CCaaS Tier 2 Support Analyst

Location Woodlawn MD

Long Term

Selected candidate is required to work on-site 5 days a week Monday – Friday. There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30 PM

Actual work hours to be finalized by the CCaaS Service Manager.

Key Required Skills:

Experience in providing IT Help Desk support and assistance in resolving their technical issues. Experience and familiarity with using an IT Service Manager tool for ticket creation, updating and reporting..

Position Description

• Provide 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.

Skills Requirements:

Basic Skills:

• 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 skills
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

Required Skills:

• Bachelor'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 Skills:

• 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:

• Bachelor'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.
• Must be able to obtain and maintain a Public Trust. Contract requirement.

Job Type: Contract

Pay: $10.00 - $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• CCAAS: 3 years (Required)
• IVR: 3 years (Required)
• AWS CONNECT: 2 years (Required)

Ability to Commute:

• Sparrows Point, MD 21219 (Required)

Work Location: In person

Salary : $10 - $15