Help Desk Analyst

Employer
AboutWeb
Location
Reston, VA
Posted
Dec 03, 2018
Closes
Dec 12, 2018
Ref
18-00347
Hours
Full Time
AboutWeb is looking for a Help Desk Analyst to support our Tier 2 and Tier 3 help desk functions. This person must have excellent communication skills and understand IT operations and production support activities including incidents and problem management.

Job Responsibilities:
  • Daily monitoring of application support recurring tasks and monitoring of the tickets queue and email, log all relevant tickets, close all resolved tickets.
  • Liaise with Tier 1 team to inform of progress of issues, request information, manage expectations and close out issues.
  • Ability to gather and understand technical and application related incidents in order to communicate them to the technical team.
  • Work with product managers and owners to understand their business processes, and application functionality and apply that knowledge to day to day operations.
  • Work with Application's Development teams and other DevOps technical staff to understand upcoming fixes and releases and how they impact end users.
  • Proactively identify areas in client production application, databases, and infrastructure that can be made more efficient (thus reducing performance problems, potential bottlenecks, reducing reoccurring on-call problems, and dependence on manual processes) and present recommendations to technical team.

Required Experience/Skills:
  • 3+ years of experience working in a helpdesk and/or production support role
  • Excellent written and verbal communication skills are required
  • Experience with ServiceNow or similar tools is preferred
  • Experience or knowledge of AWS cloud and DevOps function is preferred
  • Experience in an Agile environment is a plus.
  • Exposure to ITIL or ITIL foundation certification is a plus
#AW
AboutWeb is looking for a Help Desk Analyst to support our Tier 2 and Tier 3 help desk functions. This person must have excellent communication skills and understand IT operations and production support activities including incidents and problem management.

Job Responsibilities:
  • Daily monitoring of application support recurring tasks and monitoring of the tickets queue and email, log all relevant tickets, close all resolved tickets.
  • Liaise with Tier 1 team to inform of progress of issues, request information, manage expectations and close out issues.
  • Ability to gather and understand technical and application related incidents in order to communicate them to the technical team.
  • Work with product managers and owners to understand their business processes, and application functionality and apply that knowledge to day to day operations.
  • Work with Application's Development teams and other DevOps technical staff to understand upcoming fixes and releases and how they impact end users.
  • Proactively identify areas in client production application, databases, and infrastructure that can be made more efficient (thus reducing performance problems, potential bottlenecks, reducing reoccurring on-call problems, and dependence on manual processes) and present recommendations to technical team.

Required Experience/Skills:
  • 3+ years of experience working in a helpdesk and/or production support role
  • Excellent written and verbal communication skills are required
  • Experience with ServiceNow or similar tools is preferred
  • Experience or knowledge of AWS cloud and DevOps function is preferred
  • Experience in an Agile environment is a plus.
  • Exposure to ITIL or ITIL foundation certification is a plus
#AW

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