What are the responsibilities and job description for the CCaaS Tier 1 Support Analyst - Afternoon Shift position at Government Tactical Solutions, LLC?
Security Clearance: Must be able to obtain a Public Trust Clearance
Location: 100% Onsite in Woodlawn, MD. Afternoon shift will be staggered from 2:30pm-10:00pm.
Job Type: Full-Time
Target Salary Range*: $60,000 - $62,000.
IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.
Key Responsibilities
Education:
Location: 100% Onsite in Woodlawn, MD. Afternoon shift will be staggered from 2:30pm-10:00pm.
Job Type: Full-Time
Target Salary Range*: $60,000 - $62,000.
- This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary
IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.
Key Responsibilities
- Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager.
- Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents.
- Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
- Triage requests to ensure accurate transfers and escalation of customer requests or issues.
- Help build and develop continuous process improvement.
Education:
- Bachelor's Degree and 3 years of experience, Master’s Degree and 1 year of experience OR 7 years of experience in lieu of a degree
- 2 years of experience providing Tier 1 IT support services to customers.
- 2 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
- 1 year of experience using an IT Service Manager application for logging tickets and requests.
- Good Interpersonal skills that demonstrate the ability to communicate with customers.
- Experience with using ServiceNow IT Service Management.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
- Flexible and positive attitude with interest in learning new technical skills.
- Strong problem-solving skills and the ability to work in a fast-paced environment.
- Strong understanding of IVR terminology and services.
- High level of organization, reliability, and independence.
- Passion and understanding of technology.
- Strong written and verbal communication; ability to engage customers and respond effectively to questions.
- Self-starter, highly motivated individual who adapts to a dynamic work environment.
- Strong attention to detail with an ability to operate effectively across multiple priorities.
- Prior Federal government experience.
Salary : $60,000 - $62,000