Tier I Service Desk Analyst

Description:

Business Operational Concepts (BOC) is a recognized leader in providing Technical and Program Management Services, Information Technology, and Support.

BOC has enabled their Government and Commercial clients to achieve their organizational initiatives through the application of high quality, innovative, and cost-effective professional services and solutions. We provide a positive working environment, with opportunities for advancement in our growing Federal sector workforce.

We offer an excellent compensation package which includes a generous salary, insurance (medical, dental, etc.), paid leave, 401k plan and more. We are committed to the diversity we bring to the marketplace and believe customer satisfaction comes first.

JOB SUMMARY:

Business Operational Concepts (BOC) is currently seeking a Tier 1 Service Desk Analyst to work with our government client.

The Service Desk position will work within an established team to provide Tier I level Help Desk support to the end user community and is responsible for inception, triage, diagnosing, troubleshooting and resolving support requests for government customers. This position will work closely with the Network Management: Desktop Support, System Access, Software Deployment teams to assist with customer support requests. Job specifications are intended to present a descriptive list of the range of duties performed by employees. Specifications are not intended to reflect all duties performed within the job.

Requirements:

DUTIES AND RESPONSIBILITIES:

• Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
• Providing telephone, email and walk-in support to the client end-user community.
• Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction.
• Issues will include problems, errors, training, general questions, and general use.
• Able to work independently and with minimum supervision
• Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously).
• Contact users via phone and/or email for follow-up to ensure the incident(s) or request(s) are resolved.
• Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
• Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
• Answer calls within proposed response and resolve incidents in accordance to all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Call Answer Rate (ACR)
• 99%
• Dropped Call Rate (DCR)
• 1%
• First Call Resolution (FCR)
• 85%
• Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
• Troubleshoot and resolve user incidents using system tools including, but not limited to with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.
• Escalate tickets to Tier II/Tier III Technicians if an incident or request cannot be resolved at the Tier I level.
• Adhere to all OPM and company policies and procedures.
• Assist with evaluating/testing new technologies for the agency.
  
  

QUALIFICATIONS:

Required (Minimum) Qualifications Education, Certification, Experience, And Skills

• Strong customer service skills.
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users utilizing verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience.
• Strong technical aptitude including excellent troubleshooting skills.
• 1-2 years experience in technical Help Desk environment.
• 1-2 years experience working within an Active Directory environment
• 1-2 years experience in troubleshooting issues with Windows 10 operating system
  
  

Preferred Qualifications Education, Certification, Experience, Skills, Knowledge, And Abilities

• Help Desk ticketing systems such as Remedy and Service Now,
• Remote tools to resolve user issues, such as SCCM and Remote Desktop,
• Understanding of ITIL methodologies such as Incident and Problem Management.
• MCP,
• MCDST,
• A ,
• Network ,
• HDI Support Center/Desktop Support Analyst
• ITIL Foundations v3 or 4
• Proficiency in Win10
• Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation
• Experience with the following: Internet Explorer, Java, Citrix, VPN, mobile devices and 2 Factor Authentication
• Experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project).