Company:
Integrated Resources, Inc
Location: Mechanicsville
Closing Date: 17/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Title: Operations Support Analyst /Tier 1 Help Desk Ops
Location: Mechanicsville, VA- Hybrid (3 days onsite/week)
Duration: 8 months Contract
Job Description:
Essential Job Functions:
Able to Identify, research, and resolve technical and procedural issues.
Respond to telephone calls, emails, tickets, and personnel requests for technical support.
Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
Escalate unresolved issues/ticket to Tier II/III support.
Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).
Communicate accurate and useful status updates.
Manage and report time spent on all work activities.
Must be able to work in a team environment.
Must be customer service focused.
Work independently and proactively with minimal supervision/direction.
Flexible and able to adapt to a rapidly changing environment.
Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
Minimum Qualifications:
Technical problem resolution, judgment, and decision-making skills.
Strong analytical, interpersonal, and written/verbal communication skills.
Two years of technical customer service experience or equivalent education.
Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
Flexible and able to adapt to a rapidly changing environment.
Ability to communicate well and work independently with minimum supervision.
Willingness to learn new technologies, dive into challenges and take direction.
Technical Skills:
Strong understanding of computer systems, including hardware and software and networks.
Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
Strong problem-solving abilities with skills in analyzing and resolving technical issues.
Correctly log and escalate queries in incident management system.
Monitor open issues, keep users informed of status.
Preferred Qualifications:
Degree in a relevant field preferred or equivalent relevant experience in IT support.
ITIL certification preferred
Network+, A+ or Security+ Certification preferred.
Experience with Ticketing Systems (ServiceNow preferred).
Skills:
Required / Desired
Tier 1 Help Desk Support - Required 3 Years
Help Desk Ticketing Systems - Highly desired -3 Years
Hardware/Software Troubleshooting - Required - 3 Years
Customer Service/Retail Support - Desired 2 Years
Remote Support Tools - Highly desired - 3 Years
A+, ITIL, Security+ or Network+ Certification - Nice to have
Degree in Relevant Field or equivalent experience in IT Support - Nice to have
Strong communication skills, creative problem solving, highly organized - Required
Location: Mechanicsville, VA- Hybrid (3 days onsite/week)
Duration: 8 months Contract
Job Description:
Essential Job Functions:
Able to Identify, research, and resolve technical and procedural issues.
Respond to telephone calls, emails, tickets, and personnel requests for technical support.
Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
Escalate unresolved issues/ticket to Tier II/III support.
Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).
Communicate accurate and useful status updates.
Manage and report time spent on all work activities.
Must be able to work in a team environment.
Must be customer service focused.
Work independently and proactively with minimal supervision/direction.
Flexible and able to adapt to a rapidly changing environment.
Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
Minimum Qualifications:
Technical problem resolution, judgment, and decision-making skills.
Strong analytical, interpersonal, and written/verbal communication skills.
Two years of technical customer service experience or equivalent education.
Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.
Flexible and able to adapt to a rapidly changing environment.
Ability to communicate well and work independently with minimum supervision.
Willingness to learn new technologies, dive into challenges and take direction.
Technical Skills:
Strong understanding of computer systems, including hardware and software and networks.
Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
Strong problem-solving abilities with skills in analyzing and resolving technical issues.
Correctly log and escalate queries in incident management system.
Monitor open issues, keep users informed of status.
Preferred Qualifications:
Degree in a relevant field preferred or equivalent relevant experience in IT support.
ITIL certification preferred
Network+, A+ or Security+ Certification preferred.
Experience with Ticketing Systems (ServiceNow preferred).
Skills:
Required / Desired
Tier 1 Help Desk Support - Required 3 Years
Help Desk Ticketing Systems - Highly desired -3 Years
Hardware/Software Troubleshooting - Required - 3 Years
Customer Service/Retail Support - Desired 2 Years
Remote Support Tools - Highly desired - 3 Years
A+, ITIL, Security+ or Network+ Certification - Nice to have
Degree in Relevant Field or equivalent experience in IT Support - Nice to have
Strong communication skills, creative problem solving, highly organized - Required
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