Help Desk Analyst II
4 days ago
We are offering a long term contract employment opportunity for a Help Desk Analyst II to join our team in Leesburg, Virginia. This role is centered around providing comprehensive technical support and maintaining a robust mainframe environment. As a Help Desk Analyst II, you will be responsible for troubleshooting and resolving issues in a timely manner, while ensuring a high level of customer satisfaction.
Responsibilities
Offer technical support for all mainframe-related issues
Handle and resolve customer inquiries and complaints swiftly and professionally
Monitor customer accounts and take appropriate actions as required
Maintain accurate and up-to-date records of customer interactions and transactions
Process customer applications with efficiency and precision
Collaborate closely with team members to ensure smooth and efficient operations
Stay informed about latest updates and changes in the mainframe environment
Act as a liaison between customers and the technical team to resolve complex issues
Provide training and guidance to entry level team members when needed
Assist in the development and implementation of new procedures and processes to enhance productivity and customer service.
Requirements
Possession of a Bachelor's degree in Information Technology, Computer Science, or a related field
Proven experience in a similar role such as Help Desk Analyst or IT Support Specialist
In-depth understanding of the mainframe environment and related software applications
Strong problem-solving skills with the ability to troubleshoot technical issues effectively
Excellent verbal and written communication skills to explain complex IT concepts to non-technical staff
Ability to work well in a team as well as independently
High level of organizational skills with the ability to manage multiple tasks and priorities
Working knowledge of ITIL standards and best practices
Experience with IT Service Management (ITSM) tools
Willingness to participate in continuous detail oriented development activities to stay updated with the latest IT trends and advancements
Familiarity with IT security protocols and data protection regulations.
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