Help Desk Analyst

Job Details

Help Desk Analyst

Secret Clearance Required

We are looking for a candidate that has a knack for clear communication, a patient demeanor, and experience in a fast-paced technical support environment to work fully remote supporting a program working with the Army.

Job Description:

Your daily responsibilities will include addressing a wide range of incidents and managing service requests through the ServiceNow ticketing platform. This position requires a proactive approach to problem-solving and the ability to prioritize tasks effectively in a dynamic environment. Your goal will be to ensure that system users experience minimal disruption and receive timely support to continue their critical operations.

Responsibilities & Duties

• Provide support for multiple SAP ERP systems
• Handle incidents and service requests using ServiceNow ticketing
• Collaborate with the Defense Army Account within ITSM
• Troubleshoot and resolve technical issues
• Communicate effectively with end users to provide assistance and guidance
• Support with knowledge management, quality assurance, reporting insights, as needed
• Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
• Receives and logs customer problem/request/issues and ensures proper documentation as it relates to specialized field which may include Network Security, incident management, or similar technical related issues.
• Performs initial level of problem identification and attempts to resolve using provided knowledge articles when appropriate otherwise contacts senior team member to assist.
• Monitors and tracks incidents in area of specialty to ensure resolution occurs within the customer Service Level Agreement by documenting all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
• Performs follow up on all incidents with customer to ensure customer satisfaction.
• Maintains knowledge of the problem tracking software and database.
• Maintains knowledge of customer and customer specific business environment. Maintains an understanding of customer Service Level Agreements.
• Develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
• Participates in operational readiness testing for new business transition activities as required.
• Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.

Minimum Qualifications

• High School Diploma or GED.
• -2-5 years of applicable work experience
• - 1-3 years ITIL experience
• Clearance Level - Secret

Primary Job Specific Skills

• Help Desk ServiceNow ticket management

Other Job Specific Skills

• Works independently with general supervision and maintains a high-degree of professional conduct at all times
• Excellent communication and interpersonal skills
• Excellent customer service skills
• Strong problem solving and analytical skills
• Technical expertise in:
• - Microsoft Windows Operating Systems
• - Microsoft Office
• - Network Connectivity
• - Print Services
• - E-Mail and Internet mail
• Ability to interact effectively with others
• Aptitude to multi-task workloads
• Ability to remain calm and courteous in periods of stress
• Ability to work with broad range of experience levels
• Strong administrative and organizational skills
• Willingness to work overtime and varying hours as required

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