What are the responsibilities and job description for the CCaaS Tier 1 Support Analyst - Morning Shift position at Government Tactical Solutions, LLC?
Security Clearance: Must be able to obtain a Public Trust Clearance
Location: 100% onsite in Woodlawn, MD. Shift is 8:00am-4:30pm
Job Type: Full-Time
Target Salary Range*: $60,000 - $62,000.
Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.
Key Responsibilities
AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon’s cloud-based contact center platform. The day-to-day responsibilities typically include:
Responding to Support Requests
Education:
Location: 100% onsite in Woodlawn, MD. Shift is 8:00am-4:30pm
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
Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.
Key Responsibilities
AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon’s cloud-based contact center platform. The day-to-day responsibilities typically include:
Responding to Support Requests
- Answering user inquiries via phone, email, chat and ServiceNow tickets
- Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams
- Create, modify, and remove user accounts in AWS Connect and related systems.
- Manage permissions, roles, and access controls for agents and supervisors
- Assist with helping users obtain system access in training sessions.
- Participate in various tasks and projects as needed
- Troubleshooting and Problem Resolution
- Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.
- Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance
- Follow up on unresolved tickets to ensure full resolution and user satisfaction.
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