Job Description

Job Title: Senior Service Desk Analyst (Tier 3 support) Location: Client Site in D.C. Area with 50% Remote work Duration: 6 months (Extension Likely) Note: Candidate must be US Citizen with the ability to obtain a level 4 Public Trust clearance. Overview: As a Service Desk Analyst, you are expected to possess exceptional customer engagement, communication, technical, and analytical skills. This challenging position requires an individual with demonstrated experience in resolving technical client support in a service desk setting, ability to perform technical troubleshooting and provide data analysis to determine root causes of application issues. The candidate must possess strong communications skills and the demonstrated ability to convey technical concepts to non-technical audiences. Primary Responsibilities:

• Work as a technical subject matter expert in support of overall team for technological areas such as but not limited to Windows, Mac, M365, Adobe, Slack, JAMF, Account Management, etc.
• Follow written processes and procedures to execute problem resolution consistency in both customer service and issue resolution across the organization.
• Operate with ability to gage the audience when communicating and relaying step by step instructions/resolutions to technical problems/issues.
• ssist team in ensuring the smooth operation of the service desk, identifying/managing escalations, and implementing service improvement initiatives.
• Manage the daily operations of service desk tasks including ticket documentation and ensuring that all support requests are handled in a timely and professional manner.
• bility to work as a supportive team member and independently in driving forward assigned work tasks as designated by management and the ticketing queue.
• Monitor individual service desk metrics and KPIs to identify trends and areas for improvement.
• Support service improvement plans and SLAs to enhance the quality and efficiency of the support services provided to users.
• Escalate complex or critical issues to the appropriate stakeholders and follow up to ensure timely resolution.
• Maintain up-to-date knowledge of the customer, its services, and its customers to effectively manage the service desk operations and engage in self-learning and leveraging of available resources to close knowledge gaps.
• Establish and maintain relationships with key stakeholders to understand their support needs and build trust and confidence in the service desk.
• Supporting AV proposals days with setting up users on AV equipment and any issues that may arise. (This may require travel)

Required Qualifications:

• Bachelor's degree and 8+ years of experience supporting a service desk or IT support team. 4 additional years of experience considered in lieu of degree.
• bility to potentially interact with senior staff in the agency and scientific community.
• bility to work/collaborate with different contractor and government teams as well as industry and vendors with a high level of professionalism, good judgment, and tact.
• bility to work well under pressure and be flexible at juggling competing priorities. Must be resourceful and independent problem solvers.
• Experience with Zendesk and ServiceNow ticketing systems.
• M365 (SharePoint, Teams, OneDrive) and migration support a plus.

Required Certifications: • pple Certification, CompTIA certification or Windows Certification (at least 1 is required from this area)

• JAMF 100

Preferred Qualifications:

• Experience within healthcare domain (preferably FDA, NIH, or agencies in HHS) is highly preferred.
• HDI Certification
• Prior experience with NIH/HHS
• Experience with Tier 3 Level Support Compu-Vision Consulting

Job Tags

For contractors, Remote job, Flexible hours,

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