Enterprise Operations Center Tier 1 System Support Analyst

2 weeks ago


Bowie, Maryland, United States William C Brown Inc Full time

Job Title: Enterprise Operations Center Tier 1 System Support Analyst

Job Summary:

We are seeking a highly skilled and experienced IT Service Desk Support Specialist to join our Enterprise Operations Center (EOC) team. As a Tier 1 System Support Analyst, you will be responsible for providing exceptional customer service and technical support to our customers.

Responsibilities:

* Manage, track, report, process, and assign tickets daily
* Responsible for opening, tracking, and closing tickets
* Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA)
* Define and classify level, priority, and nature of problem, request, and/or issue
* Evaluate and prioritize incoming telephone, voice mail, email, and in-person requests
* Actively manage incident tickets and provide status updates on each ticket per SLA
* Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue
* Ability to craft technical and professionally written outage notifications and updates to incident stakeholders
* Conduct continuous improvement service desk support and update knowledge base as required
* Perform systems administration troubleshooting and support

Requirements:

* Hands-on experience running Linux commands and working with Windows servers (> 2 years)
* ITSM products (i.e. Remedy) CRQ/WO/INC/KMS management
* Hands-on experience being part of an IT service desk team
* Excellent written and communication skills required; excellent customer service aptitude
* Ability to multi-task: manage a conference call and take notes at the same time
* Must have schedule flexibility
* Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment

Location:

Bowie, Maryland

Job Type:

Full-time

Exempt/Non-Exempt:

Non-Exempt

Security Clearance Requirements:

Public Trust

This position is currently accepting applications.



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