ABC - Operations Support Analyst
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ABC - Operations Support Analyst /Tier 1 Help Desk Ops
*SOME ON SITE AND FLEXIBILITY REQUIRED - Pls read details
**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.
UPDATED INFO: The 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, 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 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
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).
| 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 | ||
| Degree in Relevant Field or equivalent experience in IT Support | Nice to have | ||
| Strong communication skills, creative problem solving, highly organized | Required |
| Question 1 | 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? |
| Question 2 | Please list candidate's email address. |
| Question 3 | In what city and state does your candidate currently reside? |
| Question 4 | 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 |
