CCaaS Tier 1 Support Analyst - Morning Shift

Dice is the leading career destination for tech experts at every stage of their careers. Our client, International Software Systems, Inc, is seeking the following. Apply via Dice today!

Vendor Notes

Shift is 8:00am-4:30pm

Key Required Skills:

Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.

Position Description:

An 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.
  
  

Skills Requirements:

Foundation For Success (Basic Qualifications)

• 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.
• *** Selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD
• *** Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday.
• Shift is 8:00am-4:30pm.
• Second Position
  
  

Factors To Help You Shine (Required Skills)

• Selected candidate must be able to obtain and maintain a public trust clearance**
• Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week**
• 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.
• 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.
  
  

How To Stand Out From The Crowd (Desired Skills)

• 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.