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IT Customer Support Analyst

4 months ago

Gaithersburg, United States GBS Solutions Full time
Job DescriptionJob Description

We are actively recruiting for an It Customer Support Analyst. GBS offers Medical, Dental, Vision, 401k and 401k Match, STD, LTD and Life Insurance with Accidental Death and Dismemberment, Voluntary Life Insurance with Accidental Death and Dismemberment and Paid Time Off.

Position Description

IT Customer Support Analyst


Client / Department

National Institute of Standards and Technology (NIST)

Location

Gaithersburg, MD

Position Title

IT Customer Support Analyst

Reports to (Title)

Service Desk Supervisor


Job Functions

  • Provide customer support in a team-based center environment, ensuring a positive customer experience
  • Perform various tasks such as password resets, onboarding, new account creations, and credential handoff
  • Quickly adapt to fast-paced environments and effectively manage changes
  • Carry out Tier 1 tasks using a shift-left service approach
  • Troubleshoot reported incidents and requests at Tier 1 level to enhance customer satisfaction and productivity
  • Create ServiceNow tickets and document comprehensive details of customer environments for escalation to appropriate support groups
  • Assist and guide customers in problem-solving activities using information center tools
  • Demonstrate functional knowledge of IT products and services, particularly Windows, MAC, iOS, Linux, Microsoft Suite software, and Android systems, to address customer inquiries
  • Communicate, report, document, and monitor service disruptions
  • Participate in ongoing training to stay updated on new services, policies, and procedures, contributing to continuous improvement of service desk processes and customer experience
  • Monitor ticket queues to meet production and quality standards
  • Complete assigned tasks with a sense of urgency
  • Successfully manage the walk-in customer service center when assigned
  • Assist with service desk tasks as directed by the team lead or supervisor

Experience Requirements

  • At least one year of experience in customer service
    • Supporting IT technology and customers of technology in a customer support function;
    • Assisting with shared drives / mapping drives, resetting passwords, walking customers through basic troubleshooting tasks, updating credentials, documenting, and assigning hardware issues;
    • Educating customers on IT procedures;
    • Applying standard operating processes and procedures;
    • Helping provide customers with instructions or information to answer questions, satisfy requests, and solve problems; and
    • Clearly and accurately documenting details of the customer-reported issue / request in call logging and tracking tools to track customer engagements and capture customer interaction to escalate to the appropriate support group for resolution
  • Proven experience (1+ years) in IT service desk or technical support roles, with a track record of providing exceptional customer service as an IT customer support analyst II
  • Knowledge of NIST Service Desk IT service management principles and best practices, preferably with ITIL certification
  • Experience managing and resolving customer escalations and ensuring customer satisfaction
  • Proficient in NIST Service Desk incident management and request fulfillment processes, with experience using service desk ticketing systems
  • Familiarity with IT infrastructure components, including hardware, software, networks, and operating systems

Skills and Abilities

  • Strong leadership and team management skills, with the ability to inspire and motivate a team of service desk analysts
  • Excellent troubleshooting and problem-solving skills, with the ability to analyze and resolve technical issues effectively
  • Strong oral and written communication and interpersonal skills; able to communicate technical concepts to non-technical users in a clear and concise manner
  • MS Office Suite Software (Word, Excel, PowerPoint, Access, Outlook, Teams)
  • Functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, MAC, iOS, Linux, Microsoft suite software, and Android systems
  • ServiceNow functionality as well as KB searches and creating KBs
  • Able to multitask, prioritize workload, and manage time effectively in a fast-paced, dynamic environment
  • Self-motivation and initiative to complete assignments and projects
  • Able to accurately complete assigned duties, paperwork, and reports within given deadlines
  • Adaptable and willing to change course of action when necessary
  • Able to handle pressure and stress without compromising quality
  • Skilled in maintaining project goal direction even when faced with unexpected time constraints
  • Able to work independently as well as effectively with other team members in face paced environments
  • Must be detailed and deadline oriented
  • Able to execute call control to navigate calls in an efficient manner
  • Skilled in relationship management and customer advocacy
  • Able to quickly receive information to update and adapt to change
  • Excellent customer care skills and abilities; effective verbal, written, and listening communication skills are key

Education / Certification Requirements

  • High school or equivalent experience (required)
  • Associate degree in information technology, computer science, or a related field
  • Relevant certifications (e.g., ITIL, HDI) are a plus
  • HDI Customer Service Representative Certification or any ITIL certification
  • HDI Team Lead Certification
  • Active Public Trust security clearance

Job Details

  • Schedule: 8-hour shift
  • Work Location: Onsite | Gaithersburg, MD 20899
  • Able to reliably commute or planning to relocate before starting work (required)

GBS Solutions Corporation is an Equal Opportunity Employer. AA/M/F/Vet/Disability