Call Center Analyst

Contractors will work 5 days in the office and 5 days out of the office. They can choose between two shifts: 8:00 AM - 4:30 PM or 8:30 AM to 5:00 PM. During training, they may be required to come into the office. Once they are up to speed, they will be included in the telework schedule.

The Help Desk Analyst will perform call center duties, taking calls and assisting users with computer login issues, password resets, and navigating applications. When necessary, they will escalate tickets to tier two. The role does not involve wiring, hooking up or unhooking equipment, or remote access.

The Call Center Analyst will analyze and troubleshoot business application support problems, applying their understanding of computer software, hardware products, and application services to resolve user issues.

Role Description:

• Receive telephone calls and emails from users experiencing problems with business applications or seeking guidance on using specific aspects of the applications.
• Determine the nature of the problem, whether it is hardware-related (e.g., modem, printer, cables, telephone) or an application issue, and log it in the tracking system.
• Escalate issues following defined procedures.
• Assist users through problem-solving steps.
• Research problems using technical databases and consult with co-workers to find solutions.
• Use reference publications and diagnostic aids to resolve technical problems.
• Coordinate changes, upgrades, and new products to ensure systems operate correctly in the current and future environment.
• Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicate accurate and useful status updates.
• Manage and report time spent on all work activities.
• Follow quality standards.
• Work effectively in a team environment.
• Complete assigned tasks.
• Exhibit strong communication skills, both written and spoken.
  
  

Skills Required:

• Promptly answer help desk phone - 3 years of experience required.
• Promptly respond to help desk emails - 3 years of experience required.
• Escalate issues to senior staff by assigning ServiceNow incidents to the appropriate technical resource - 3 years of experience required.
• Perform agency computer repairs, as needed - 3 years of experience required.
• Install software/updates on agency computers as needed - 3 years of experience required.
• Assist senior technical staff with lower-level tasks such as acquiring data and running reports - 3 years of experience required.
• Run daily reports and deliver them or insert them into inter-company mail envelopes for pick-up and delivery - 1 year of experience required.
• Create ServiceNow incidents for all phone and email requests - 1 year of experience required.
• Provide assistance with cable clean-up, installations, data center cleaning, moving or racking of equipment - 1 year of experience required.