ABC - Operations Support Analyst
ABC - Operations Support Analyst
Posted on :
06-10-2024
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Job Description
ABC Operations Support Analyst /Tier 1 Help Desk Ops
MAX VENDOR RATE: NA
*SOME ON SITE AND FLEXIBILITY REQUIRED Pls read details below re scheduling/shift expectations below bf you submit!!
**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 ABCs policy of in the office in Mechanicsville VA three days in office two days remote. Subject to change at any time.
Candidates must follow ABCs 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 decisionmaking 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
Required/Desired Skills
Skill Required /Desired Amount of Experience Tier 1 Help Desk Support Required 3 Years Help Desk Ticketing Systems Highly desired 3 Years Hardware/Software Troubleshooting Required 3 Years Customer Service/Retail Support Desired 2 Years Remote Support Tools Highly desired 3 Years A ITIL Security or Network Certification Nice to have 0 Degree in Relevant Field or equivalent experience in IT Support Nice to have 0 Strong communication skills creative problem solving highly organized Required 0
Questions
No. Question Question1 Absences 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 Question2 Please list candidates email address. Question3 In what city and state does your candidate currently reside Question4 Initial 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 ABCs policy of in the office in Mechanicsville VA certain days and working from home others. The primary hours will be 8AM to 5PM we will seek to limit any nights/weekend hours for contractors outside of those hours. Does your candidate agree to this arrangement if selected 
MAX VENDOR RATE: NA
*SOME ON SITE AND FLEXIBILITY REQUIRED Pls read details below re scheduling/shift expectations below bf you submit!!
**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 ABCs policy of in the office in Mechanicsville VA three days in office two days remote. Subject to change at any time.
Candidates must follow ABCs 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 decisionmaking 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 problemsolving 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).
Required/Desired Skills
Questions
Employment Type
Full Time
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