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Technical Support Analyst
2 months ago
The Help Desk Support Specialist is integral to delivering exceptional customer service within the Enterprise Service Desk framework. This role serves as the primary point of contact for users to report IT service-related challenges, initiate requests, and seek assistance with IT services.
Key Responsibilities:
- Deliver technical support and assistance for various computer systems, hardware, and software applications.
- Address inquiries, diagnose technical issues, and implement effective solutions.
- Assist users through email or chat, guiding them through troubleshooting steps.
- Ensure resolution of issues by utilizing diagnostic tools and following up with users.
- Gather feedback on system performance and identify patterns of recurring issues.
- Create support tickets and strive for First Call Resolution (FCR).
- Manage account resets, troubleshooting tasks, and security-related resolutions.
- Support a 24/7 operations center, accommodating various shifts.
Qualifications:
- A Bachelor's Degree is preferred, although relevant experience may be considered in lieu of a degree.
- Exhibit strong business acumen, organizational skills, and effective communication abilities.
- Ability to handle confidential information and manage multiple priorities efficiently.
- Self-driven individuals with a keen attention to detail are encouraged to apply.
- Familiarity with ServiceNow and experience within the Intelligence Community is advantageous.
- Exceptional customer service and time management skills are essential.
- Must possess DoD 8140, IAT Level I certification (A+ CE or Security+ CE).
Physical and Work Environment Requirements:
- Employees may need to sit, talk, use hands/arms, walk, stand, and occasionally lift items weighing up to 25 pounds.
- Specific vision capabilities are required for this position, with available shifts primarily in the morning.
Company Overview:
Obsidian Solutions Group LLC (OSG) is a rapidly expanding professional services firm specializing in technology-driven solutions for complex challenges in Enterprise IT, Intelligence Analysis, and more. OSG is dedicated to fostering a supportive and innovative work atmosphere for its employees while delivering outstanding value to clients.
Working at Obsidian Solutions Group allows you to leverage your skills and expertise to impact the DOD and Intelligence Community positively. Enjoy a dynamic work environment within a collaborative team and a competitive compensation package. OSG prioritizes employee well-being and offers exceptional benefits for employees and their families.
Equal Opportunity Statement:
This job description outlines the responsibilities and nature of work associated with this role. Obsidian Solutions Group is an equal opportunity employer, committed to promoting diversity and inclusion in the workplace.
