Today
Intel Agency (NSA, CIA, FBI, etc)
Full Scope Polygraph
IT - Support
Laurel, MD (On-Site/Office)
The Service Desk Analysts primary responsibility is to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction.
Responsibilities
· User Support
o Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
o Provide clear, friendly and effective communication to assist users to resolve their issues
· Issue Resolution
o Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
o Escalate issues to higher-level support, if necessary
· Incident Management
o Record and track incidents and service requests using the Jira ticketing system
o Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)
· Technical Knowledge
o Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
o Remain up-to-date with technology trends and advancements to contribute to process improvement
· Documentation and Knowledge Base
o Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team
· Collaboration
o Work closely with other team members, such as system administrators and application developers, to address complex issues
Desired Experience
· Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
· Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
· Ability to communicate technical information in a clear and understandable manner is crucial
· Proven problem-solving skills to identify issues, analyze data, and make informed decisions
· Experience with JIRA ticketing process and reporting capabilities or similar service desk software
· Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired
· Basic understanding of relational databases desired
Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired
Education Requirements
· Bachelor’s degree in relevant field (i.e., Information Systems, Software Engineering)
Clearance Requirements:
· TS/SCI with Full Scope Polygraph
Responsibilities
· User Support
o Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
o Provide clear, friendly and effective communication to assist users to resolve their issues
· Issue Resolution
o Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
o Escalate issues to higher-level support, if necessary
· Incident Management
o Record and track incidents and service requests using the Jira ticketing system
o Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)
· Technical Knowledge
o Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
o Remain up-to-date with technology trends and advancements to contribute to process improvement
· Documentation and Knowledge Base
o Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team
· Collaboration
o Work closely with other team members, such as system administrators and application developers, to address complex issues
Desired Experience
· Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
· Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
· Ability to communicate technical information in a clear and understandable manner is crucial
· Proven problem-solving skills to identify issues, analyze data, and make informed decisions
· Experience with JIRA ticketing process and reporting capabilities or similar service desk software
· Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired
· Basic understanding of relational databases desired
Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired
Education Requirements
· Bachelor’s degree in relevant field (i.e., Information Systems, Software Engineering)
Clearance Requirements:
· TS/SCI with Full Scope Polygraph
group id: RTL80163
