Job ID: VA-695470 (94391018)
Hybrid Helpdesk Analyst (A+/ITIL/Security+/Network+) with Hardware/Software Troubleshooting, Ticketing, Remote Support, and Customer Service/Retail Support experience
Location: Mechanicsville VA (VDH)
Duration: 9 months
SKILLS:
Tier 1 Help Desk SupportRequired3Years
Hardware/Software TroubleshootingRequired3Years
Strong communication skills, creative problem solving, highly organizedRequired
Help Desk Ticketing SystemsHighly desired3Years
Remote Support ToolsHighly desired3Years
Customer Service/Retail SupportDesired2Years
A+, ITIL, Security+ or Network+ CertificationNice to have
Degree in Relevant Field or equivalent experience in IT SupportNice to have
*There IS available parking at this facility for contractors at no cost.
Must comply with ABCs evolving COVID policies.
To Note: Current PO is backfilling for Fiscal Year 2023 which ends on 6/30/2023. This position could continue past that date pending budget review/approval
ABOUT THE ROLE
This is a Help Desk /Ops support role and tasks will be performed from their desk. Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.
Pls Note: If your candidate is looking for a desktop or security related role (or something other than pure Helpdesk), please DO NOT submit them. There has been some confusion with candidates believing the role involved more desktop or security related responsibilities. It does not!
Initial schedule will be Monday – Friday 8AM to 5PM through training period. Once trained, schedule to include night and weekend shifts (outlined below).
UPDATED INFO FROM MGR: The reg primary hours will be 8AM to 5PM, we will seek to limit any nights/weekend hours for contractors outside of those hours. That said, if we need coverage, there could be an opportunity to work nights and weekends, but the goal is 8AM to 5PM.
This role has a flexible hybrid schedule following ABC’s policy of in the office in Mechanicsville, VA with 3 days/week in office, and 2 remote after completing training. More discussion if selected for interview. Just make sure the candidate is aware there will be some on site required before submitting.
Candidates must follow ABC’s COVID Vaccine policy
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 AND TECHNICAL SKILLS
•Technical problem resolution, judgment, and decision-making skills.
•Strong analytical, interpersonal, and written/verbal communication skills.
•Three 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
•Basic knowledge of Microsoft Client Operating Systems (Windows 10)
•Experience on Microsoft Windows Server 2008/2012/2016 and Office 365.
•Experience with client and server Anti-Virus software applications.
•Experience with Cisco AnyConnect/WebEx/Jabber/Video Conferencing
•General Knowledge of VoIP and Video over IP.
•Basic knowledge of Network topologies and IP address usage
•Familiarity with Multi-Factor Authentication environments.
•Experience with Virtual Server and Desktop Technologies.
PREFERRED QUALIFICATIONS
•Degree in a relevant field preferred or equivalent relevant experience in IT support.
• ITIL certification preferred
•Network+, A+ or Security+ Certification preferred.
