Tier I Service Desk Analyst

Tier 1 Service Desk Analyst

Business Operational Concepts (BOC) is currently seeking a Tier 1 Service Desk Analyst to work with our government client.

The Service Desk position will work within an established team to provide Tier I level Help Desk support to the end user community and is responsible for inception, triage, diagnosing, troubleshooting, and resolving support requests for government customers. This position will work closely with the Network Management: Desktop Support, System Access, Software Deployment teams to assist with customer support requests.

Duties and responsibilities include:

• Providing first-level troubleshooting support, problem resolution, and walking the user through a series of steps to determine the nature of the problem.
• Providing telephone, email, and walk-in support to the client end-user community.
• Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promoting end-user satisfaction.
• Contacting users via phone and/or email for follow-up to ensure the incident(s) or request(s) are resolved.
• Utilizing the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
• Answering calls within proposed response and resolving incidents in accordance with all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Troubleshooting and resolving user incidents using system tools including, but not limited to, the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools, and all OPM owned COTS and GOTS products.
• Escalating tickets to Tier II/Tier III Technicians if an incident or request cannot be resolved at the Tier I level.
• Adhering to all OPM and company policies and procedures.
• Assisting with evaluating/testing new technologies for the agency.

Qualifications:

• Strong customer service skills.
• Excellent oral and written communication skills.
• Excellent phone etiquette.
• Ability to work with users that have limited technical knowledge.
• Ability to instruct users using verbal communication.
• Ability to work in a fast-paced, dynamic environment.
• Ability to interface with all levels of management.
• Excellent time management, scheduling, and organizational skills.
• Ability to work well independently or in a team setting.
• Attention to detail.
• High degree of patience.
• Strong technical aptitude including excellent troubleshooting skills.
• 1-2 years' experience in technical Help Desk environment.
• 1-2 years' experience working within an Active Directory environment.
• 1-2 years' experience in troubleshooting issues with Windows 10 operating system.

Preferred Qualifications:

• Help Desk ticketing systems such as Remedy and Service Now.
• Remote tools to resolve user issues, such as SCCM and Remote Desktop.
• Understanding of ITIL methodologies such as Incident and Problem Management.
• MCP, MCDST, A+, Network+, HDI Support Center/Desktop Support Analyst.
• ITIL Foundations v3 or 4.
• Proficiency in Win10.
• Experience with LAN/WAN connectivity, troubleshooting, design, evaluation, and/or documentation.
• Experience with the following: Internet Explorer, Java, Citrix, VPN, mobile devices, and 2 Factor Authentication.
• Experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio, and Project).

Business Operational Concepts, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact the Human Resources Department via email at HR@boc.us.com or by phone at 301-359-1721.