What are the responsibilities and job description for the Operations Support Analyst position at ePATHUSA Inc?
Seeking Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.
Initial schedule will be onsite Monday - Friday 8AM to 5PM through training period. Once trained, schedule to include night and weekend shifts (outlined below). Will seek to limit any nights/weekend hours for contractors outside of those hours. That said, if we need coverage, there could be an opportunity to work nights and weekends, but the goal is 8AM to 5PM. This role has a flexible hybrid schedule following ABC's policy of in the office in Mechanicsville, VA with 3 days/week in office, and 2 remote after completing training
*Essential Job Functions:
*
- Able to Identify, research, and resolve technical and procedural issues.
- Respond to telephone calls, emails, tickets, and personnel requests for technical support.
- Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
- Escalate unresolved issues/ticket to Tier II/III support.
- Must 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.
- Must be able to work in a team environment.
- Must be customer service focused.
- Work independently and proactively with minimal supervision/direction.
- Flexible and able to adapt to a rapidly changing environment.
- Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
*Requirements
*
*Skill
*
*Required / Desired
*
*Amount
*
*of Experience
*
*Candidate
*
Tier 1 Help Desk Support
Required
3
Years
Hardware/Software Troubleshooting
Required
3
Years
Strong communication skills, creative problem solving, highly organized
Required
Help Desk Ticketing Systems
Highly desired
3
Years
Remote Support Tools
Highly desired
3
Years
Customer Service/Retail Support
Desired
2
Years
A , ITIL, Security or Network Certification
Nice to have
Degree in Relevant Field or equivalent experience in IT Support
Nice to have
Benefits
**There IS available parking at this facility for contractors at no cost.
Must comply with ABCs evolving COVID policies.
Job Type: Contract
Pay: $25.00 per hour
Salary : $25 - $0
