ABC - Operations Support Analyst

ABC - Operations Support Analyst for Tier 1 Help Desk Operations.
MAX VENDOR RATE: NA
Some ON SITE REQUIRED - Pls read details below re scheduling/shift expectations


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

Must comply with ABCs evolving COVID policies.

To Note: Current PO is backfilling for Fiscal Year 2023 which ends on 6/30/2023. This position could continue past that date pending budget review/approval

ABOUT THE ROLE

This is a Help Desk /Ops support role and tasks will be performed from their desk. Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.

Pls Note: If your candidate is looking for a desktop or security related role (or something other than pure Helpdesk), please DO NOT submit them. There has been some confusion with candidates believing the role involved more desktop or security related responsibilities. It does not!

Initial schedule will be Monday - Friday 8AM to 5PM through training period. Once trained, schedule to include night and weekend shifts (outlined below).

UPDATED INFO FROM MGR: The reg 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 with 3 days/week in office, and 2 remote after completing training. More discussion if selected for interview. Just make sure the candidate is aware there will be some on site required before submitting.

Candidates must follow ABC's COVID Vaccine policy

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.
Three 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

Basic knowledge of Microsoft Client Operating Systems (Windows 10)
Experience on Microsoft Windows Server 2008/2012/2016 and Office 3NA.
Experience with client and server Anti-Virus software applications.
Experience with Cisco AnyConnect/WebEx/Jabber/Video Conferencing
General Knowledge of VoIP and Video over IP.
Basic knowledge of Network topologies and IP address usage
Familiarity with Multi-Factor Authentication environments.
Experience with Virtual Server and Desktop Technologies.

PREFERRED QUALIFICATIONS

Degree in a relevant field preferred or equivalent relevant experience in IT support.
ITIL certification preferred
Network+, A+ or Security+ Certification preferred.
Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceTier 1 Help Desk SupportRequired3YearsHardware/Software TroubleshootingRequired3YearsStrong communication skills, creative problem solving, highly organizedRequired0Help Desk Ticketing SystemsHighly desired3YearsRemote Support ToolsHighly desired3YearsCustomer Service/Retail SupportDesired2YearsA+, ITIL, Security+ or Network+ CertificationNice to have0Degree in Relevant Field or equivalent experience in IT SupportNice to have0
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?Question2Please list candidate's email address.Question3In what city and state does your candidate currently reside?Question4Some ON SITE required for this role if selected. Does your candidate agree to being ON SITE as requested by manager (see details under Complete description in job req)?Question5Initial schedule will be ON SITE Monday - Friday 8AM to 5PM through training. Once trained, schedule to include night and weekend shifts, This role has a flexible hybrid schedule following ABC's policy of in the office (up to 3 days/week) in Mechanicsville, VA certain days and working from home others. Mgr will discuss if selected for IV. Does your candidate agree to this arrangement/schedule? Question6If selected, candidates must follow ABC's COVID/Mask policy (which is evolving and based on state policies). Candidates must follow ABC's COVID Vaccine policy providing either proof of vaccination, or agree to weekly testing at their facility. No exceptions. Does your candidate agree to this requirement? Question7Is your candidate aware this is purely a HelpDesk role (not a Desktop or Security related role)? Question8Has your candiate interviewed for similar role at ABC in the past 60 days (and was not selected)? If so please DO NOT submit them - they will be rejected if already IVd and you will be giving up a spot.