Operations Support Analyst

Location: Mechanicsville, Virginia, USA

Duration: 8 Months (Hybrid)

Visa Status: USC, GC, GCEAD, H1B, C2C

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 AND TECHNICAL SKILLS
• 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).
Required 3 Years. Tier 1 Help Desk Support
Highly desired 3 Years. Help Desk Ticketing Systems
Required 3 Years. Hardware/Software Troubleshooting
Desired 2 Years. Customer Service/Retail Support
Highly desired 3 Years. Remote Support Tools
Nice to have. A+, ITIL, Security+ or Network+ Certification
Nice to have. Degree in Relevant Field or equivalent experience in IT Support
Required. Strong communication skills, creative problem solving, highly organized


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