After Hours Tier 1 Support Center Analyst - 1264

Location
Washington, DC
Posted
May 16, 2017
Closes
May 24, 2017
Function
Analyst
Hours
Full Time

Summary
The After Hours Tier 1 Customer Support Center Analyst is the front-line representative to the end-user community and is responsible for delivering high quality support services. The After Hours Tier 1 Customer Support Center Analyst will perform trouble-shooting and diagnostic services to resolve Incidents and Requests.

Responsibilities
• Provide first and single point of contact support to users via phone, email, voicemail, fax, Skype for Business, Employee Self-Service (user submits his or her own ticket via the Ticketing System), or walk-in (walk-in for Blackberry and iOS Device support only)
• Create, update, resolve, or escalate, Incidents and Requests ticket in a timely manner based on Service Level Agreements (SLAs)
• Assist users with activating and troubleshooting mobile devices such as Blackberry, iPhone and iPads
• Provide follow-up statuses regarding critical problems and system outages to users and support partners in accordance with specified support policies and procedures
• Improve knowledge of and ability to operate, all support tools and technologies
• Keep up-to-date on status of system changes and CSC processes and procedures
• Provide Incident & Request resolutions to augment the CSC Knowledge Base
• Record greetings and status availability update messages on the CSC phone system
• In depth knowledge of standard IT systems and services to include, but not limited to, Windows 7, Windows 8.1, Microsoft Office Suite 2010/2013, Cisco AnyConnect, Citrix XenApp, Proprietary/Customized Applications, VPN and RSA token administration and support,
• Work under moderate supervision
• Adapt to change productively and handle other essential tasks as assigned

Required Qualifications
• 1 to 2 years IT Help Desk or relevant experience in a technical or customer support environment
• Knowledge of a software distribution tool (i.e. SCCM)
• Knowledge of standard IT systems and services to include Windows 7/8.1, Microsoft Office Suite 2010/2013, Proprietary/Customized Applications, VPN and RSA token administration and support, Office 365, Cloud Computing, etc.
• Knowledge of Internet Explorer 8 and above
• Knowledge of PC-based hardware, including desktop and laptop workstations
• Ability to prioritize workload and balance conflicting demands
• Ability to evaluate and implement new systems and technologies
• Ability to develop alternative solutions to solve technical problems
• Excellent verbal and written communication skills
• Ability and willingness to learn new technologies
• Ability and willingness to obtain additional software/hardware certifications, skills and experience
• Ability to work in a fast-paced, team-oriented environment
• Possess a pleasant, professional and courteous personality
• Excellent administrative skills: organized, efficient and versatile
• Excellent customer service approach to dealing with people at all levels, including Sr. VIPs
• Exceptional ability to diffuse volatile situations when distressed or irate customers call for support
• Ability to follow through on promised services
• Ability to work evenings/night shift as only Help Desk resource

Desired Qualifications
• Microsoft Certified Professional (MCP), A+ certification or equivalent certifications
• HDI Support Center Analyst (HDI-SCA) certification

Education
HS/GED

Clearance
Public Trust


The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.