Today
Secret
Unspecified
Unspecified
IT - Support
VA (On-Site/Office)
FUTURE OPPORTUNITY
WHO WE ARE:
At HumanIT, we are fueled by honesty, integrity, and hard work. Our mission is to confront our clients' most significant IT challenges head-on, providing superior solutions built on cutting-edge cybersecurity standards, advanced technology concepts, and modern business practices. By doing so, we enable our clients to focus on their core applications and services that drive their business forward. At HumanIT, we recognize and value your skills, experience, and education. Let your new adventure begin today!
WHO YOU ARE:
We are seeking a highly motivated, knowledgeable and customer-focused Tier 1 Service Desk Support Analyst to join our team. In this role, you will serve as the first point of contact for clients, helping to bridge the gap between business needs and technical solutions. You will provide front-line support for an Appian-based Case Management system, ensuring timely and effective incident resolution.
This position requires strong communication skills, attention to detail, and the ability to collaborate seamlessly with higher-tier support teams and cross-functional stakeholders. Your contributions will be essential in maintaining system reliability and delivering a positive user experience.
WHAT YOU WILL DO:
Incident Management
• Serve as a Subject Matter Expert (SME) for incident response, including incident replication in lower environments, debugging, and identifying potential resolutions.
• Utilize ServiceNow to capture, triage, and document incident requests with accuracy and consistency.
• Act as a primary point of contact for escalated issues from Tier 1, ensuring timely and effective resolution.
Collaboration & Communication
• Collaborate with other support tiers and cross-functional teams (e.g., Product, Training, Communications) to resolve issues efficiently.
• Provide clear, timely updates to users regarding incident status and resolution progress.
• Coordinate with internal teams to relay feedback and ensure consistent communication with end users.
Technical Analysis & Training
• Perform detailed technical analysis to identify root causes and implement corrective actions.
• Develop and maintain training materials such as job aids, presentations, hands-on exercises, knowledge assessments, web-based training, and instructional videos.
• Support user engagement through digital content and presentations, including town halls and stakeholder briefings.
Feedback & Reporting
• Collect and manage user feedback from various sources (e.g., training surveys, Slack channels, town halls, office hours, ServiceDesk feedback) using the new ServiceNow feedback system.
• Contribute to bi-weekly project status reports, including metrics such as call volumes and response times.
Support & Response
• Ensure all voicemails and tickets received after business hours are addressed within the first 2-3 hours of the next business day.
• Maintain an Interactive Voice Response (IVR) system with pre-recorded greetings to guide users and notify them of outages.
• Offer 15-30-minute one-on-one support sessions using tools like Zoom to troubleshoot and resolve user issues.
• Act promptly on tickets escalated from Tier 1 to Tier 2, ensuring no ticket remains unaddressed beyond one business day (except those submitted after hours on Fridays or before holidays).
WHAT WE REQUIRE:
Minimum Qualifications:
• Clearance Level: Secret at minimum
• Education: Bachelor's degree or 6 years of general IT experience
• Experience: Minimum of 3+ years of relevant experience
• Proficiency in using ServiceNow, Connect, or similar incident management systems.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts into clear, business-friendly language.
• Demonstrated ability to develop and deliver training materials and sessions effectively.
• Strong problem-solving skills and keen attention to detail.
• Ability to work both independently and collaboratively within a team environment
Preferred Qualifications:
• Experience with Case Management systems
• Familiarity with Agile methodologies and principles.
• Experience using JIRA & Confluence
Equal Employment Opportunity Statement
HumanIT Solutions is an equal opportunity employer. We are committed to a work environment that supports, inspires and respects all individuals and provides equal opportunities to all applicants and employees without discrimination on the basis of race, color, religion, sex, sexual orientation, gender
WHO WE ARE:
At HumanIT, we are fueled by honesty, integrity, and hard work. Our mission is to confront our clients' most significant IT challenges head-on, providing superior solutions built on cutting-edge cybersecurity standards, advanced technology concepts, and modern business practices. By doing so, we enable our clients to focus on their core applications and services that drive their business forward. At HumanIT, we recognize and value your skills, experience, and education. Let your new adventure begin today!
WHO YOU ARE:
We are seeking a highly motivated, knowledgeable and customer-focused Tier 1 Service Desk Support Analyst to join our team. In this role, you will serve as the first point of contact for clients, helping to bridge the gap between business needs and technical solutions. You will provide front-line support for an Appian-based Case Management system, ensuring timely and effective incident resolution.
This position requires strong communication skills, attention to detail, and the ability to collaborate seamlessly with higher-tier support teams and cross-functional stakeholders. Your contributions will be essential in maintaining system reliability and delivering a positive user experience.
WHAT YOU WILL DO:
Incident Management
• Serve as a Subject Matter Expert (SME) for incident response, including incident replication in lower environments, debugging, and identifying potential resolutions.
• Utilize ServiceNow to capture, triage, and document incident requests with accuracy and consistency.
• Act as a primary point of contact for escalated issues from Tier 1, ensuring timely and effective resolution.
Collaboration & Communication
• Collaborate with other support tiers and cross-functional teams (e.g., Product, Training, Communications) to resolve issues efficiently.
• Provide clear, timely updates to users regarding incident status and resolution progress.
• Coordinate with internal teams to relay feedback and ensure consistent communication with end users.
Technical Analysis & Training
• Perform detailed technical analysis to identify root causes and implement corrective actions.
• Develop and maintain training materials such as job aids, presentations, hands-on exercises, knowledge assessments, web-based training, and instructional videos.
• Support user engagement through digital content and presentations, including town halls and stakeholder briefings.
Feedback & Reporting
• Collect and manage user feedback from various sources (e.g., training surveys, Slack channels, town halls, office hours, ServiceDesk feedback) using the new ServiceNow feedback system.
• Contribute to bi-weekly project status reports, including metrics such as call volumes and response times.
Support & Response
• Ensure all voicemails and tickets received after business hours are addressed within the first 2-3 hours of the next business day.
• Maintain an Interactive Voice Response (IVR) system with pre-recorded greetings to guide users and notify them of outages.
• Offer 15-30-minute one-on-one support sessions using tools like Zoom to troubleshoot and resolve user issues.
• Act promptly on tickets escalated from Tier 1 to Tier 2, ensuring no ticket remains unaddressed beyond one business day (except those submitted after hours on Fridays or before holidays).
WHAT WE REQUIRE:
Minimum Qualifications:
• Clearance Level: Secret at minimum
• Education: Bachelor's degree or 6 years of general IT experience
• Experience: Minimum of 3+ years of relevant experience
• Proficiency in using ServiceNow, Connect, or similar incident management systems.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts into clear, business-friendly language.
• Demonstrated ability to develop and deliver training materials and sessions effectively.
• Strong problem-solving skills and keen attention to detail.
• Ability to work both independently and collaboratively within a team environment
Preferred Qualifications:
• Experience with Case Management systems
• Familiarity with Agile methodologies and principles.
• Experience using JIRA & Confluence
Equal Employment Opportunity Statement
HumanIT Solutions is an equal opportunity employer. We are committed to a work environment that supports, inspires and respects all individuals and provides equal opportunities to all applicants and employees without discrimination on the basis of race, color, religion, sex, sexual orientation, gender
group id: 90974753
