IT Helpdesk/ Operation Analsyt

Job Title: Operations Support Analyst

Address: ON SITE at 7450 Freight Way, Mechanicsville, VA 23116

Contract Duration: 8 months (Possibility of Extension)

Interview Type: Web Cam Interview Only

Complete Description:

**There IS available parking at this facility for contractors at no cost.

• Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.
• Initial schedule will be Monday
• Friday 8AM to 5PM through training.
• Once trained, schedule to include night and weekend shifts.
• UPDATED INFO: The primary hours will be 8AM to 5PM, we 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, three days in office, two days remote.
• Subject to change at any time.
• Candidates must follow ABC's policies and protocols.
• 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.
• MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS
• Technical problem resolution, judgment, and decision-making skills.
• Strong analytical, interpersonal, and written/verbal communication skills.
• Two years of technical customer service experience or equivalent education.
• Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
• Flexible and able to adapt to a rapidly changing environment.
• Ability to communicate well and work independently with minimum supervision.
• Willingness to learn new technologies, dive into challenges and take direction.
• TECHNICAL SKILLS
• Strong understanding of computer systems, including hardware and software and networks.
• Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
• Strong problem-solving abilities with skills in analyzing and resolving technical issues.
• Correctly log and escalate queries in incident management system.
• Monitor open issues, keep users informed of status.
• PREFERRED QUALIFICATIONS
• Degree in a relevant field preferred or equivalent relevant experience in IT support.
• ITIL certification preferred
• Network , A or Security Certification preferred.
• .
• Experience with Ticketing Systems (ServiceNow preferred).