Support Center Operations Specialist

1 week ago


Denver, Colorado, United States DecisionPoint | Cortek Full time
Job Title: Support Center Analyst

We are seeking a highly skilled and motivated Support Center Analyst to join our team at DecisionPoint | Cortek. As a Support Center Analyst, you will be responsible for providing exceptional end-user support to our clients, ensuring that their technical issues are resolved efficiently and effectively.

Key Responsibilities:
  • Provide remote computer support to clients, including troubleshooting and resolving IT incidents and requests.
  • Owning, tracking, and resolving IT incidents and requests within established Service Level Agreements (SLAs).
  • Responding to alerts and escalations, working with user and IT support groups to develop strategic solutions to recurring problems.
  • Providing Tier I and Tier II onsite and remote support, as well as basic network troubleshooting support.
  • Utilizing the Tier 1 Knowledge Base, Knowledge Centered Support (KCS) principles, the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SMEs) to provide knowledgeable support for IT incidents.
  • Developing and maintaining operational and knowledge management documentation in the Help Desk Tier 1 document management system.
  • Responding to all assigned calls and messages in order of urgency.
Requirements:
  • High School Diploma
  • Minimum 1 year of experience in a similar role
  • Ability to evaluate approved security product capabilities and develop solutions
  • Ability to obtain a Public Trust
What We Offer:
  • Comprehensive benefits package, including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

We are an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing equal employment opportunities to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State, or Local laws.



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