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Help Desk Analyst

Great client looking to bring on additional Help Desk Analyst:

Job Responsibilities: ·

Interact and provide support to public end users, Tier 3 support from other technical groups, and engineers. User support will primarily be via email, electronic chat and sometimes telephone.

Enter support requests utilizing Service Now ticket system and track tickets to resolution.

Use technical knowledge, tools and processes to ensure that problems are identified and take corrective action when defects or problematic trends are discovered.

Analyze technical problems, determine cause of problem and develop a resolution.

Determine if appropriate levels of hardware and software are in use and if not, recommend correct specifications.

Assist in testing of new modules/forms as needed.

Determine root cause of problems and identify and provide solutions in a timely manner.

Research and gather trending information and make recommendations to the customer for future system enhancements.

Actively contribute to ongoing process improvement by recommending fixes to the system.

Document Standard Operating Procedures and Technical Knowledge Management processes for incorporation into the Knowledge Base System.

Perform other duties as assigned.

Education/Knowledge/Skills: Mandatory: ·

Two years minimum help desk experience

Strong communication (oral and written), listening, interpersonal and analytical skills

Ability to provide excellent customer service

Ability to work independently and in a fast-paced dynamic environment

Strong organizational and time management skills

Flexible hours between 800A and 800P

US citizenship required, must have lived in the US three of the last five years

Desired:

Associate’s or Bachelor’s degree

Experience with Sales Force and ServiceNow

A+ or HDI Certification

Need to be able to obtain Public Trust clearance. 

 

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