Job Description

ABC - Operations Support Analyst /Tier 1 Help Desk Ops - IN PERSON IVS ONLY!
MAX VENDOR RATE: NA
*SOME ON SITE AND FLEXIBILITY REQUIRED - Pls read details below re scheduling/shift expectations below bf you submit!!

**There IS available parking at this facility for contractors at no cost.

Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.

Initial schedule will be Monday - Friday 8AM to 5PM through training. Once trained, schedule to include night and weekend shifts/rotations.

UPDATED INFO: The primary hours will be 8AM to 5PM with night/weekend hours through a rotation.

This role has a flexible hybrid schedule following ABC's policy of in the office in Mechanicsville, VA, three days in office, two days remote. Subject to change at any time.

Candidates must follow ABC's policies and protocols.

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 experience/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/Desired Skills

Skill Required /Desired Amount of Experience
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	0
Degree in Relevant Field or equivalent experience in IT Support	Nice to have	0
Strong communication skills, creative problem solving, highly organized	Required	0

Questions

No. Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?
Question2	Please list candidate's email address.
Question3	In what city and state does your candidate currently reside?
Question4	Initial schedule will be ON SITE Monday - Friday 8AM to 5PM through training. Once trained, schedule to include night and weekend shifts, This role has a flexible hybrid schedule following ABC's policy of in the office in Mechanicsville, VA certain days and working from home others. The primary hours will be 8AM to 5PM, we will seek to limit any nights/weekend hours for contractors outside of those hours. Does your candidate agree to this arrangement if selected?
Question5	If selected pls note interviews will be IN PERSON Only. If your candidate cannot interview IN PERSON pls do not submit them.

Job Tags

Holiday work, For contractors, Flexible hours, Shift work, Monday to Friday,

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