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Technical Support Analyst
2 months ago
The Technical Support Analyst is integral to delivering exceptional customer service within the Enterprise Service Desk framework. Acting as the primary liaison for end-users, this role involves addressing IT service-related concerns, facilitating requests, and providing assistance with inquiries regarding IT functionalities.
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 process.
- Ensure resolution of issues by utilizing diagnostic tools and following up with clients.
- 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, and security-related issues.
- Support operations around the clock, including 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.
- 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.
- Demonstrated customer service and time management capabilities.
- 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 items weighing up to 25 pounds.
- Specific vision abilities are necessary for this position, with available shifts primarily in the morning.
Company Overview:
Obsidian Solutions Group LLC (OSG) is a dynamic professional services firm dedicated to providing technology-driven solutions for complex challenges in Enterprise IT, Intelligence Analysis, and beyond. OSG is committed to fostering a supportive and innovative work environment for its employees while delivering exceptional value to its clients.
Being part of Obsidian Solutions Group means leveraging your skills and expertise to contribute positively to the DOD and Intelligence Community. Experience a vibrant work atmosphere within a collaborative team and enjoy a competitive compensation package. OSG prioritizes employee well-being and offers outstanding benefits for staff 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, promoting diversity and inclusion in the workplace.
