ABC - Operations Support Analyst
ABC - Operations Support Analyst
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Job Description
Job Id: 748572
Position: Operations Support Analyst
Client: VITA
Location: ON SITE at 7450 Freight Way Mechanicsville VA 23116
Duration: 9 Months
Job 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 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/tickets 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 servicefocused.
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 including 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
- A degree in a relevant field is preferred or equivalent relevant experience in IT support is required.
- ITIL certification preferred
- Network A or Security Certification preferred.
- Experience with Ticketing Systems (ServiceNow preferred).
Employment Type
Full Time
