Helpdesk Analyst Tier 2

Employer
The MIL Corporation (MIL)
Location
Washington, DC
Posted
Aug 14, 2019
Closes
Aug 21, 2019
Ref
273574250
Function
Analyst
Industry
Other
Hours
Full Time
Clearance Required: Public Trust Education Required: AA/AS US Citizenship: Why MIL? The MIL Corporation (MIL) is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you. Whether you're fresh out of college or the military or well into your professional services career, MIL has great job opportunities that might be right for you. Here at The MIL Corporation, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Last year alone, we earned: 2018 Fortune , Great Place to Work(R): Top 100 Best Place to Work for Diversity 2018 Fortune Great Place to Work(R): Top 100 Best Small & Medium Workplaces 2018 Top Workplaces Award, The Washington Post (second consecutive year) 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense Whether your goal is to help defend our country through the cyber efforts of the Department of Defense or ensure proper financial management/accountability with the Department of State, The MIL Corporation welcomes you. Become a part of something greater, where you, the people, make the difference. Summary The MIL Corporation seeks a Tier 2 Helpdesk Customer Support Center Analyst to support a Federal Government client at one of our Washington DC Metropolitan area locations. The Tier 2 Helpdesk Customer Support Center Analyst will provide superior customer support services, including creative problem-solving and hands-on troubleshooting. Experience 3+ years IT Help Desk Support or Call Center environment or relevant experience in a technical or customer support environment Responsibilities * All general responsibilities required by the Customer Support Center Analyst position * Act as the front-line representative to the end-user community and is responsible for delivering high quality support services * Perform troubleshooting and diagnostic services, and resolve problems * Provide first and single point of contact support to users via phone, email, voicemail, skype IM, or walk-in * Create, update, resolve, or escalate, Customer Support Incidents and Requests in a timely manner based on Service Level Agreements (SLAs) * Provide Enterprise Mobility Support. * Assist users with activating and troubleshooting mobile devices such as Android, iPhone, and iPads * Assist with monitoring the ticket queue to ensure Incidents/Requests/Problems are properly documented, updated or escalated to the appropriate support group * Provide follow-up statuses to users and support partners in accordance with specified support policies and procedures * Improve knowledge of, and the ability to operate, all support tools and technologies * Keep up-to-date on the status of system changes and CSC processes and procedures * Create technical documentation for distribution to users, CSC staff, or other stakeholders * Provide updates to staff members on critical problems and system outages * Troubleshoot Windows 10 Operating System issues; understand and apply techniques used to troubleshoot Hardware and Software anomalies, etc. * Assist the Customer Support Center (CSC) Team Lead with training new CSC staff members * Act as liaison between CSC and higher level support groups with the goal of increasing first contact resolutions * Work under moderate supervision * Adapt to change productively and handle other essential tasks as assigned * Analyze and break down the incident using previous experience and knowledge to reach the root cause of the problem * Use initiative to find creative and "out-of-the-box" solutions to incidents and requests; clear and logical thought processes are required to identify root causes of incidents Required Qualifications * Experience installing and configuring Windows based applications using a software distribution tool (ie SCCM) * In-depth knowledge of standard IT systems and services to include Windows 10, Microsoft Office Suite 2016, O365 * Proprietary/Customized Applications, VPN and SafeNet token administration and support, etc. * Experience with Google Chrome, Internet Explorer 10 and above * Strong knowledge of PC-based hardware, including desktop and laptop workstations, and the ability to configure and troubleshoot * The ability to prioritize workload and balance conflicting demands * The ability to evaluate and implement new systems and technologies * The ability to develop alternative solutions to solve technical problems * The ability and willingness to learn new technologies * Excellent customer service skills * The ability to work effectively as a team member * Posses a pleasant, professional, and courteous personality * Excellent customer service approach to dealing with people at all levels including Sr. VIPs * The exceptional ability to diffuse volatile situations when distressed or irate customers call for support * The ability to follow through on promised services * The ability to listen to a caller explain the incident, determine the probable cause, and logically take the caller through a step-by-step problem determination procedure * The ability to categorize, maintain updates, and resolve incident and request tickets correctly for call tracking and logging purposes Desired Qualifications * A+ Certification or equivalent certifications * HDI Support Center Analyst (HDI-SCA) * ITIL v3 or ITIL v4 * AA degree in Computer Science, Engineering, or Information Systems Management or related field 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. #CB

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