Technical Support Analyst

2 weeks ago


St Louis, Missouri, United States Obsidian Solutions Group LLC Full time
Job Overview

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 end-users reporting IT service-related challenges, initiating requests, and seeking assistance with IT services.

Key Responsibilities:

  • Offer technical support and assistance for computer systems, hardware, and software applications.
  • Address inquiries, troubleshoot issues, and implement effective solutions.
  • Assist clients through email or chat, guiding them through the troubleshooting steps.
  • Ensure resolution of issues by executing diagnostic programs and following up with users.
  • Gather feedback on system performance and identify recurring issues.
  • Create support tickets and strive for First Call Resolution (FCR).
  • Manage account resets, troubleshooting, and security-related issues.
  • Support a 24x7x365 operations center, accommodating various shifts.

Qualifications:

  • A Bachelor's Degree is preferred, though relevant experience may be considered in lieu of a degree.
  • Exhibit strong business acumen, organizational skills, and effective communication.
  • Ability to handle confidential information and manage multiple tasks efficiently.
  • Self-driven individuals with a keen attention to detail.
  • Familiarity with ServiceNow and experience within the Intelligence Community is advantageous.
  • Exceptional customer service and time management abilities.
  • Possess DoD 8140, IAT Level I certification (A+ CE or Security+ CE).

Physical Requirements and Work Environment:

  • Employees may need to sit, talk, use hands/arms, walk, stand, and occasionally lift 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-enabled solutions for complex challenges in Enterprise IT, Intelligence Analysis, and more. OSG is dedicated to fostering a supportive and innovative work environment for its employees while delivering exceptional value to its clients.

Being part of Obsidian Solutions Group allows you to leverage your skills and expertise to contribute positively to the DOD and Intelligence Community. Enjoy a dynamic work atmosphere within a collaborative team and a competitive compensation package. OSG prioritizes employee well-being and provides outstanding 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.



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