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DAKOTA CONSULTING is Hiring an IT Customer Support Analyst Near Gaithersburg, MD
GBS Dakota IT (www.gbsdakota.com), an 8(a) joint venture between two small businesses, GBS Solutions Corporation (GBS) and Dakota Consulting, Inc. GBS (www.gbssol.com) is a 100% Minority Owned Small Business, SBA 8(a) Certified, Small Disadvantaged Business (SDB) that provides superior technical and analytical personnel who are proficient in research, analysis, and training. Dakota (www.dakota-consulting.com) delivers the highest quality, innovative business, and technical solutions. Together, our team delivers cost-effective, world-class IT and business solutions that consistently exceed customer expectations in all areas.
We are actively recruiting for an IT Customer Support Analyst to support the IT and Financial Service Desk support services program of the National Institute of Standards and Technology’s (NIST) Office of Information Systems Management (OISM) Customer Access and Support Division (CASD). The place of performance for this position will be on-site at NIST headquarters in Gaithersburg, Maryland. Public Trust Clearance Required.
- Provides customer-facing support in a team-based center environment.
- Perform password reset, onboarding tasks, new account creations, and credential hand off.
- Ability to work in fast paced environments to quickly adapt to changes.
- Carry out Tier 1 tasks with a shift-left service approach.
- Perform basic troubleshooting tasks to resolve reported incidents and requests at Tier 1 resulting in increased customer satisfaction and productivity.
- Generating ServiceNow tickets and document comprehensive details of the customer environment to escalate to the appropriate support group for resolution.
- Advises and assists customers in problem-solving activities using information center tools such as KBs to resolve problems.
- Possesses functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, MAC, iOS, Linux, Microsoft suite software, and Android systems.
- Communicates, reports, documents, and monitors service disruptions.
- Participates in ongoing training to learn new services, policies, and procedures towards continuous improvement efforts for service desk processes and the customer experience.
- Self-motivator and initiative driven.
- Monitor ticket queues to meet production and quality standards.
- Work Service Desk tasks as needed by the Team Lead or Supervisor.
- Supporting IT technology and customers of technology in a customer support function.
- Assisting with shared drives/mapping drives, resetting passwords, walking customers through basic troubleshooting task, updating credentials, documenting and assigning hardware issues., and educating customers on IT procedures.
- Educating customers on IT procedures.
- Applying standard operating processes and procedures.
- Assisting in providing customers with instructions or information to answer questions, satisfy a request, or solve a problem.
- Clearly and accurately document details in call logging and tracking tools of the customer reported issue or request to track customer engagements and capture customer interaction to escalate to the appropriate support group for resolution.
- MS Office Suite software (Word, Excel, PowerPoint, Access, Outlook, Teams).
- Functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, MAC, iOS, Linux, Microsoft suite software, and Android systems.
- ServiceNow functionality and KB searches and creating KBs
- Ability to work independently as well as effectively with other team members in face paced environments.
- Must be detailed and deadline oriented.
- Ability to execute call control to navigate calls in an efficient manner
- Relationship management and customer advocacy
- Quickly receive information to update and adapt to change.
- Excellent customer care skills and abilities—effective verbal, written, and listening communication skills are key.
- Associates degree OR HDI Customer Service Representative Certification OR any ITIL Certification
- Public Trust security clearance
Job Summary
Full Time
Business Services
$65k-92k (estimate)
05/01/2023
06/30/2024
dakota-consulting.com
SANDPOINT, ID
50 - 100
2004
DAKOTA JACOBSON
$10M - $50M
Business Services
Related Companies
About DAKOTA CONSULTING
Dakota Consulting helps Federal Government agencies manage resources, improve effectiveness, reduce cybersecurity risks and contain costs by delivering a range of technical services grounded in our company motto to deliver what customers need and more than they expect. Our track record of customer satisfaction encompasses more than 17 past and present Federal Departments and agencies, such as U.S Air Force Department of Commerce, Department of the Interior, and the National Science Foundation. and the Department of Homeland Security We help clients effectively achieve mission-critical goals by ...
delivering Cybersecurity, Software Engineering, Scientific Research and Engineering, and Management and IT Consulting services. Our work is accomplished with the validation of key certifications for quality standards, including ISO and CMMI. Our Cybersecurity staff maintain key industry certifications and Dakota is an accredited Federal Risk and Authorization Management Process (FedRAMP) Third Party Assessment Organization (3PAO).
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The job skills required for IT Customer Support Analyst include Customer Support, Customer Service, Problem Solving, Communication Skills, Products and Services, Planning, etc. Having related job skills and expertise will give you an advantage when applying to be an IT Customer Support Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by IT Customer Support Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for IT Customer Support Analyst positions, which can be used as a reference in future career path planning. As an IT Customer Support Analyst, it can be promoted into senior positions as a Technical Customer Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary IT Customer Support Analyst. You can explore the career advancement for an IT Customer Support Analyst below and select your interested title to get hiring information.
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