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Senior Technical Service Desk Analyst

2 months ago

Washington, United States Innovative Computer Solutions Group, Inc Full time
Benefits:
  • 401(k)
  • Health insurance
  • Paid time off

Senior Technical Service Desk Analyst (Tier 3 support) 

Location: Near 15th & I Street

Consultant will support a federal agency’s large, mission-critical 24/7/365 enterprise Service Desk
 
The position will be on client-site in the Rockville, MD or D.C area with a potential of 25% remote work.   
Candidate must be US Citizen with the ability to obtain a level 5 Public Trust clearance.
 
As a Technical Service Desk Analyst, you are expected to possess exceptional customer engagement, communication, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues.  The candidate must possess strong communications skills and the demonstrated ability to convey technical concepts to non-technical audiences.
 
Primary Responsibilities
  • Work as a technical subject matter expert in support of overall team for technological areas such as but not limited to Windows, Mac, M365, Adobe, Slack, JAMF, Account Management, etc.
  • Follow written processes and procedures to execute problem resolution consistency in both customer service and issue resolution across the organization.
  • Operate with ability to gage the audience when communicating and relaying step by step instructions/resolutions to technical problems/issues.
  • Assist team in ensuring the smooth operation of the service desk, identifying/managing escalations, and implementing service improvement initiatives.
  • Manage the daily operations of service desk tasks including ticket documentation and ensuring that all support requests are handled in a timely and professional manner.
  • Ability to work as a supportive team member and independently in driving forward assigned work tasks as designated by management and the ticketing queue.
  • Monitor individual service desk metrics and KPIs to identify trends and areas for improvement.
  • Support service improvement plans and SLAs to enhance the quality and efficiency of the support services provided to users.
  • Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution.
  • Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the service desk operations and engage in self-learning and leveraging of available resources to close knowledge gaps.
  • Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.
 
Required Qualifications:
  • Bachelor's degree and 8+ years of experience supporting a service desk or IT support team. 4 additional years of experience considered in lieu of degree.
  • Ability to potentially interact with senior staff in the agency and scientific community.
  • Ability to work/collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
  • Ability to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.
  • Experience with Zendesk and ServiceNow ticketing systems. 
 
Required Certifications
  • ITIL 3 or 4 (needs to achieve within first 60 days)
  • Apple Certification, CompTIA certification or Windows Certification (at least 1 is required from this area)
 
Preferred Qualifications:
  • Experience within healthcare domain (preferably FDA, NIH, or agencies in HHS) is highly preferred.
  • HDI Certification
  • Prior experience with NIH/HHS
  • Experience with Tier 3 Level Support