Service Desk Analyst II
4 weeks ago
Datawiz is seeking a highly skilled Service Desk Analyst to support their Federal Government client on a full-time, long-term contract. The successful candidate will provide priority-based categorization to track the progress of all incidents and restore degraded or disrupted services as quickly as possible.
Key Responsibilities- Provide Tier II support to users on a variety of technical issues
- Respond to telephone calls, email, and personnel requests for technical assistance
- Log and prioritize calls and provide reports as required on Service Level Agreements (SLAs)
- Identify, research, and resolve technical problems
- Possess strong customer service and communication skills
- Analyze, evaluate, and test software and hardware problems
- Handle high call volumes
- Minimum of 4 years of experience working directly with customers
- Candidates with experience using ServiceNow ticketing systems or 12 months of experience with similar ticketing systems
- General knowledge and troubleshooting experience in hardware, wireless networks, and mobile devices
- Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas
- Organizational skills with the ability to handle multiple tasks and projects at one time
- This position supports a federal government agency that requires US Citizenship and Background Investigation
- Medical
- Dental
- Vision
- Flexible Spending Account
- Health Savings Account
- Life and AD&D
- Short-Term Disability
- Long-Term Disability
- 401(k)
- Tuition Assistance
- Paid Time Off
Datawiz is an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.
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