Technical Support Analyst

2 weeks 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 be responsible for delivering comprehensive Help Desk assistance throughout the year, operating on a schedule of four days a week with ten-hour shifts. This role entails providing first response and Tier 1 and 2 support.

KEY RESPONSIBILITIES:

  • Collaborate with a dedicated team to monitor service availability and provide Help Desk support for internet-like collaboration tools hosted on a secure government intranet, catering to a large and varied user base.
  • Conduct health checks and status assessments, taking necessary actions during service interruptions. Follow Standard Operating Procedures (SOPs) to execute fundamental troubleshooting protocols, which may include restarting services or servers to rectify issues.
  • Record and relay outage details to colleagues and clients, ensuring clear communication.
  • Respond to customer service inquiries received through various channels, including phone, email, chat, and ticketing systems, providing Tier 1 and 2 support.
  • Maintain comprehensive documentation of all interactions within 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 users in accessing the collaboration environment.
  • Provide training and mentorship to junior team members, fostering their professional development.

ESSENTIAL QUALIFICATIONS:

  • Compliance with 8570 IAT Level 1 is mandatory.
  • Possession of a Bachelor's Degree in a Business, Technical, or Mathematics-related discipline, accompanied by three (3) years of Help Desk experience; 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.

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

COMPENSATION AND BENEFITS:

  • Competitive salary structure.
  • Comprehensive employer-funded healthcare coverage (including Medical, Dental, and Vision).
  • 401k Safe Harbor Plan with a 6% match, fully vested immediately.
  • Generous personal time off policy with 25 days allocated.
  • 11 recognized Federal Holidays.
  • Up to 3 Employer-Paid Code Red Days for emergencies such as inclement weather or shutdowns.
  • Annual budget of $5,000 for Training and Personal Development.
  • Employer-funded Short-Term Disability, 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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