Help Desk Analyst
3 weeks ago
THIS IS A REMOTE POSITION
The So Company is looking for a consultant to join our expanding team that provides content, usability, and development services to federal, state, and local government ‘agencies and private sector organizations. This opportunity is for a disciplined, flexible, and empathic consultant whose primary role will be working as a Help Desk Technical Support. This consultant will help build our practice by helping improve service delivery and responding to users of VA VEText as Tier 1 Support and working with Tier 2 and 3 analysts. As we are a remote team, this consultant must have the ability to work remotely both as an individual and in distributed teams.
About The So Company:
The So Company is a growing services consulting firm headquartered in Brooklyn, New York, with team members spread across multiple states and the District of Columbia. Since 2014, The So Company’s teams have supported federal, state, and local government agencies and private sector organizations on projects that help improve service delivery—for example, improving content and usability on Healthcare.gov for the Centers for Medicare and Medicaid Services, and VA.gov (formerly Vets.gov) for the Department of Veterans Affairs—and on projects that help develop support innovation and organizational change—for example with the United States Navy and the United States Air Force.
Who we’re looking for:
This position is a good fit for someone who is passionate about customer service and support, but also curious and excited about all aspects of creating great user experiences—and who’s eager to grow into a role with more responsibility. While we are looking for team members with outstanding skills as individual contributors, team members in The So Company are not just writers, editors, content strategists, designers, researchers, or software engineers. The right candidate excels in a team with various skill sets and abilities and will often be asked to perform duties outside of their core role. They are able to work in environments that highlight not just their unique skills, but also their problem-solving skills and attention to detail. Similarly, team members in The So Company will contribute to internal projects in all areas of the business, including but not limited to sales and business development, marketing, process development, and training development.
Project Role Requirements:
-Managing Tier 1 case issues within a multichannel environment (Microsoft Teams, Outlook, ServiceNow and Zenhub)
-Respond to Tier 1 queries via email, attempting to resolve user problems with initial contact.
-Attend regular strategic meetings with the team and other groups and give daily stand-up briefs on Tier 1 issues.
-Review with Tier 2 and 3 triaged cases / escalated tickets (SerivceNow/GitHub/Zenhub) with a sense of urgency.
-Support accurate Incident and Request Management information w/prioritization and ensure completion within SLA issues to proper group/department.
-Review and give feedback on Knowledge Base articles (Microsoft Sharepoint) and case response templates based on user feedback.
-Work with Tier 2 and 3 on reports detailing the number of cases received, how many were resolved according to established time frames, and outstanding cases.
-Work with end-users to administer workflows, implement processes and procedures, test systems, and perform problem resolution.
-Monitor major issues and initiate communications to necessary teams including communication with the end-user community
Previous work experience in at least one or more of the following areas:
-Government contracting work
-Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zenhub, Github and ServiceNow for support tickets
-Tech support background (2 to 3 years), familiarity researching through Github and Confluence documents.
Requirements:Required qualifications:
-Bachelor's degree in Computer Science, IT or in a related field
-Language: English
-4 to 5 years of Help Desk experience
-Familiarity with Federal customers, Slack, and Microsoft Teams & Outlook.
-Must be a United States citizen
-Ability to manage multiple communication channels
Preferred qualifications:
-2-3 Years of Federal IT Help Desk Experience
-Good communication skills in a remote remote working environment
-Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness
Salary, benefits, and conditions of employment:
-Job Type: Full-time
-Compensation structure: Salaried
-Benefits:
-1Health Reimbursement Arrangement (HRA)
-401(k)
-This is a remote position that requires the candidate to provide basic connectivity and workspace.
-Travel may be required depending on project requirements.
-Position is at-will and begins with a 90-day-probationary period.
Work Authorization:
United States citizens only.
-Verification of identity, education, prior employment, and references may be required.
-Must be willing and able and may be required to obtain a SECRET security clearance for federal projects. This may involve a background check and interview with a federal investigator
-
IT Help Desk Analyst
3 weeks ago
New York, United States Medix Technology Full timeJob Title: Help Desk Support Technician Location: Carrollton, Texas Job Type: Full-time Job Description: We are seeking a skilled Help Desk Support Technician to join our dynamic team. As a Help Desk Support Technician, you will be responsible for providing technical assistance and support to our employees, ensuring smooth operation of computer systems,...
-
Senior Help Desk Analyst
3 weeks ago
New York, United States TEKConn, Inc. Full timeAre you looking for a position where you can grow technically and professionally? Do you like learning new technologies and helping people resolve computer problems? We are a rapidly growing IT support and cloud hosting company in Midtown Manhattan that is looking for an experienced Senior Help Desk Analyst to add to our elite support team. As part of the...
-
Senior Help Desk Analyst
1 month ago
New York, United States TEKConn Services Inc. Full timeJob DescriptionJob DescriptionAre you looking for a position where you can grow technically and professionally?Do you like learning new technologies and helping people resolve computer problems?We are a rapidly growing IT support and cloud hosting company in Midtown Manhattan that is looking for an experienced Senior Help Desk Analyst to add to our elite...
-
Senior Help Desk Analyst
1 month ago
New York, United States TEKConn Services Inc. Full timeAre you looking for a position where you can grow technically and professionally? Do you like learning new technologies and helping people resolve computer problems? We are a rapidly growing IT support and cloud hosting company in Midtown Manhattan that is looking for an experienced Senior Help Desk Analyst to add to our elite support team. As part of...
-
IT Help Desk
1 month ago
New York, United States Intellipro Group Inc Full time**Title: IT Help Desk Analyst** **Location: New York, NY 10001 (Onsite)** **Contract: 6+ months contract with possibility of extension** **Pay Rate - $29/hr on W2** **APN ID - #139242** Company is seeking a Full-Time IT Desktop Analyst who will be responsible for providing IT support onsite and over the phone for all company locations. **Job...
-
Service Desk Analyst
1 week ago
New York, New York, United States TEKsystems Full timeDescription: One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital's Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System's 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...
-
Service Desk Analyst
1 week ago
New York, New York, United States TEKsystems Full timeDescription: One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital's Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System's 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone,...
-
Service Desk Analyst
1 week ago
New York, New York, United States TEKsystems Full timeDescription:One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital's Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System's 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone, e-mail...
-
Service Desk Analyst
7 days ago
New York, New York, United States TEKsystems Full timeDescription:One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital's Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System's 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone, e-mail...
-
Analyst - IT Help Desk
1 week ago
New York, United States C&M Legal Search, LLC Full timeAnalyst - IT Help Desk Summary Provide hands-on technology support to a global user base for a 24/7 helpdesk environment. The hours for this position are Monday - Friday 9:30am - 5:30pm on site. Essential Duties and Responsibilities include the below. Other duties may be assigned. This position requires ongoing flexibility with regard to working overtime...
-
Service Desk Analyst
1 week ago
New York, New York, United States TEKsystems Full timeDescription:One of our major Healthcare clients in NYC is looking for an outgoing Level 1 Help Desk support Analyst to join the hospital's Enterprise Service Desk. This individual will serve as the front-line IT support for the Health System's 11 hospitals. On a day to day basis, the successful candidate will monitor and answer the Service Desk phone, e-mail...
-
Help Desk Analyst
3 days ago
New York, United States Peapack-Gladstone Bank Full timePeapack-Gladstone Bank is a well-recognized, high-performing boutique bank; a leader in wealth, lending and deposit solutions, capable of providing the most sought-after products and services that fulfill all of our clients' needs. We offer an innovative approach to private banking to help clients establish, maintain and expand their legacy. What makes...
-
Coord Technical Services
3 days ago
New Brunswick, United States Rutgers University Full time**Position Details**: - Position Information**Recruitment/Posting Title** - Coord Technical Services (Help Desk Analyst)**Job Category** - URA-AFT Administrative**Department** - University Procurement**Overview** - Rutgers, The State University of New Jersey, is a leading national research university and the State of New Jersey’s preeminent, comprehensive...
-
Help Desk Analyst, 9 Am
6 days ago
New York, New York, United States TEKsystems Full timeDescription:JOB TITLE: IT Support Analyst FLSA: Non-ExemptREPORTS TO: Americas End User Support Manager and Projects ManagerSUMMARY: To provide an effective and professional IT support service to the client's staff and clients in accordance with the needs of the business. To this end, ensure that all software and hardware issues are resolved in a timely...
-
Help Desk Analyst
2 weeks ago
New York, United States Insight Global Full timeTitle: Helpdesk Analyst II Company: SHI International Corp Location: Ontario, CA 91764 Workplace: 5 days ONSITE Employment: 6 month contract to Hire (will be a permanent employee after 6 months) Interviews: 1 round interview Pay: $22-$30/HR The Helpdesk Analyst (II) will perform first level technical support and service restoration for daily operations in a...
-
Help Desk Specialist
2 weeks ago
New York, United States Dunhill Professional Search Full timeHelp Desk Specialist – Top Secret SCI Required Onsite – San Antonio, TX We are looking for an entry level Help Desk Specialist to support one or more proprietary software applications. Participates as a member of a team that handles inquiries from users for multiple applications. Performs a variety of intermediate user-problem analyses for the help desk....
-
Help Desk Technician
2 weeks ago
New York, United States MAF Resources Full timeWe are seeking a highly motivated and customer-oriented Help Desk Technician to join our IT team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for helping others. As a Help Desk Technician, you will be the first point of contact for end users seeking technical assistance, ensuring their issues...
-
IT - Help Desk Support Analyst
7 days ago
York, United States Ciocca York Region Full timeJob DescriptionJob DescriptionDescription:We have an immediate opening for an energetic, enthusiastic and highly motivated Help Desk Support Analyst to join our growing and dynamic team! Are you a career minded individual in search of a workplace to call home? At Ciocca Automotive, you’ll have the opportunity to have a positive impact on our customers and...
-
Analyst - IT Service Desk
6 days ago
New York, United States Women In Need, Inc. Full timeJob DescriptionJob DescriptionJob Title: IT Service Desk AnalystDepartment: Information TechnologyReports To: IT Service Desk ManagerThe IT Service Desk Analyst will be responsible for providing technical assistance and support to Win Staff and Clients related to the use of deployed IT equipment and applications. This includes, but is not limited to,...
-
Help Desk Technician
3 weeks ago
New York, United States System Soft Technologies Full timeSKILLS/COMPETENCIES: Proficient in utilizing essential functions of relevant software, hardware, and equipment. Experienced in delivering exceptional customer service. Skilled in troubleshooting and providing help desk support. Capable of problem analysis and effective problem-solving. Able to comprehend and interpret various documents including software...
