Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes).
Provides hardware/software support at the operating system-level across pre-defined server and network areas.
Responsible for Level 2 basic level troubleshooting.
Job Responsibilities
• Performs a variety of basic user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
• Collects screenshots and other data for use in troubleshooting, then acts as a liaison between the client and program developers.
• Performs second level problem analysis and triages problem to technical staff when appropriate.
• Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
• Responsible for knowing when to escalate an incident, resolves basic questions to problems associated with account administration, system navigation/functionality, access and FAQs.
• Assists with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of users.
Assists with providing and managing official answers to all FAQs and distributing same to all interested stakeholders.
• Contributes to the preparation of procedure manuals and documentation for help desk use.
• Makes recommendations for improvements to help desk and assists with creating reports based on information provided from user surveys and trend analyses.
Minimum Qualifications
• Active SECRET Gov’t Clearance
• HS Diploma or GED; Bachelor’s Degree preferred (ideal areas: Information Technology, Computer Science or a related field ) or equivalent relevant experience
• Good oral and written communications skills.
Relevant Work Experience: 0-2 years of experience in information technology, systems administration or other IT related field.
1-3 years as a Customer Service Representative or Help Desk operator preferred.
Other Job Specific Skills
• Must have strong interpersonal and communications skills.
• Knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer.
Being able to type quickly and accurately is essential.
• Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
• Ability to work in a team-oriented environment.
• Ability to learn new computer applications and to continually learn changes to those computer applications.
• Ability to multi-task.
• Must be flexible and dependable.
• Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.
• Prior military experience or knowledge is helpful but not required.
• Knowledge of ITIL framework and processes preferred.
• Prior ServiceNow experience preferred