Operations Support Analyst

4 weeks ago


Mechanicsville, Virginia, United States nLeague Full time

Job Summary

We are seeking a skilled Operations Support Analyst to join our team at nLeague. As a key member of our Help Desk Operations team, you will be responsible for providing technical support to our customers, resolving technical issues, and ensuring timely resolution of customer queries.

Key Responsibilities

  • Identify, research, and resolve technical and procedural issues.
  • Respond to telephone calls, emails, tickets, and personnel requests for technical support.
  • Document, track, and monitor issues/tickets to ensure timely resolution.
  • Escalate unresolved issues/tickets to Tier II/III support.
  • Read and comprehend technical procedures and Standard Operating Procedures (SOPs).
  • Communicate accurate and useful status updates.
  • Manage and report time spent on all work activities.
  • Work independently and proactively with minimal supervision/direction.
  • Flexible and able to adapt to a rapidly changing environment.

Requirements

  • Technical problem resolution, judgment, and decision-making skills.
  • Strong analytical, interpersonal, and written/verbal communication skills.
  • Two years of technical customer service experience or equivalent education.
  • Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
  • Flexible and able to adapt to a rapidly changing environment.
  • Ability to communicate well and work independently with minimal supervision.
  • Willingness to learn new technologies, dive into challenges and take direction.

Preferred Qualifications

  • A degree in a relevant field is preferred, or equivalent relevant experience in IT support is required.
  • ITIL certification preferred
  • Network , A , or Security Certification preferred.
  • Experience with Ticketing Systems (ServiceNow preferred).


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