Technical Support Analyst

1 week ago

Meade, United States Que Technology Group Full time

*** Only candidates with current TS/SCI clearance will be considered ***

** We are unable to sponsor a clearance at this time ***

** A POLYGRAPH is required for this position **

_________________________________________________________________________________________

POSITION SUMMARY:

The Technical Support Analyst will deliver comprehensive support services, ensuring operational efficiency and user satisfaction. This role is pivotal in maintaining the functionality of collaboration services within a secure government environment.

KEY RESPONSIBILITIES:

  • Deliver Help Desk assistance throughout the year, operating on a 4-day work week with 10-hour shifts, focusing on first response/Tier 1 and 2 support.
  • Collaborate with a dedicated team to monitor service availability and provide help desk support for internet-like collaboration services utilized by a diverse user base.
  • Conduct health checks and status monitoring, implementing necessary actions during service interruptions. Follow Standard Operating Procedures (SOPs) to execute fundamental troubleshooting, restart services, and resolve server issues.
  • Document and relay outage information to colleagues and clients effectively.
  • Respond to customer service inquiries through various channels, including phone, email, chat, and ticketing systems, providing Tier 1 and 2 support.
  • Maintain detailed records of all interactions in a ServiceNow ticketing system, escalating issues as required.
  • Offer basic guidance on service usage to both internal and external clients.
  • Troubleshoot user accounts and assist with login issues in the collaboration environment.
  • Provide training and mentorship to junior team members, fostering skill development.

ESSENTIAL QUALIFICATIONS:

  • Compliance with 8570 IAT Level 1 is mandatory.

EDUCATIONAL BACKGROUND:

  • A minimum of three (3) years of Help Desk experience, accompanied by a Bachelor's Degree in a Business, Technical, or Mathematics-related discipline.
  • Alternatively, five (5) years of experience with an Associate's Degree or seven (7) years of relevant experience may substitute for the Bachelor's Degree requirement.

** TS/SCI Clearance is required for this position **
** A POLYGRAPH is mandatory for this position **

COMPENSATION AND BENEFITS:

  • Competitive salary structure.
  • Comprehensive employer-funded health care coverage (Medical, Dental, and Vision).
  • 401k Safe Harbor Plan with a 6% match, fully vested immediately.
  • Generous personal time off policy, including 25 days annually.
  • 11 recognized Federal Holidays.
  • Up to 3 Employer Paid Code Red Days for emergencies (e.g., weather-related shutdowns).
  • Annual budget of $5,000 for Training and Personal Development.
  • Employer-sponsored Short-Term and Long-Term Disability, Life Insurance, and Accidental Death & Dismemberment coverage.

Que Technology Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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