Helpdesk Analyst

Salary:

• 
  Provide Service Desk services to all customer IT groups for unclassified and classified services.
• 
  Respond to and Monitor ticket submission and tracking through multiple means, such as phone, email, and the ticketing system.
• 
  Collaborate with IT team members to escalate complex technical issues.
• 
  Document, assess, track, resolve, and fulfill Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management and Problem Management processes.
• 
  Coordinate with the Customer’s Representatives to resolve events, incidents, and problems in accordance with the Event Management, Incident Management, and Problem Management processes such as anomalies that affect more than one user.
• 
  Coordinate with the Client to resolve Network events, incidents, and problems including Install Move, add, and Changes services for the customer; and resolve Network connectivity anomalies.
• 
  Recommend enhancements to documented processes and procedures.
• 
  Operate the online status system to initiate, query, track, update, and display Information, (such as aging and backlog) pertaining to incidents, problems, and service requests.
• 
  Track the resolution of incident tickets as required.
• 
  Verify resolution with the customer before resolving the ticket.
• 
  Provides the client with a Post-Incident Report regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for outage of service.
• 
  Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.
• 
  Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review.
• 
  Process, manage, and execute classified and unclassified service requests.

• 
  Good communication and interpersonal skills
• 
  Ability to follow policies and procedures.
• 
  Ability to communicate effectively and respond clearly to questions.
• 
  Aptitude to address negative situations and resolve them in a positive manner.

• 
   IAM I (CAP, CND, Cloud+, GSLC, Security+ CE)
• 
  ITILv4 (desired)

• 
  2+ years of experience in a helpdesk or technical support role.
• 
  Strong analytical and problem-solving skills.
• 
  Excellent verbal and written communication skills.  Ability to communicate effectively with non-technical users.
• 
  Familiarity with Windows operating systems, Microsoft Office Suite, and Remedy Ticketing 

• 
  General office environment.  Work is generally sedentary in nature but may require movement about the office for up to 10% of the time.  The working environment is generally favorable.  Lighting and temperature are adequate, and there are not hazardous or unpleasant conditions caused by noise, dust, etc.  Work is generally performed within an office environment, with standard office equipment available.
• 
  Contractor site with 0-10% travel possible
• 
  Possible off-hours work to support releases and outages.
• 
  Occasional movement of small articles up to 10lbs
• 
  Must be able to remain in a stationary position 50% of the time.
• 
  Continually operates a computer and other office productivity machinery. 
• 
  Occasionally required to move self in different positions to accomplish tasks in various environments including tight and confined spaces.
• 
  Continually required to communicate information and ideas so others will understand.
• 
  Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.