Zachary Piper Solutions is looking to hire Service Desk Analyst in Arlington, VA on a government project supporting the Army National Guard.
**Must posses an active Secret Clearance**
Participate in transition from current IT Service Management system to BMC Remedy
Resolve Tier 0, I, II, and III level application system inquiries, requests, and incidents by
Effectively transfer cases to other support groups and escalate to the next appropriate tier level
Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily
Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, USB, Weekly Ticket Tag-Up, Weekly Implementation Call on a rotational basis as necessary
Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
Document, maintain, and store specific information, including as-built diagrams, rack layouts, interconnectivity diagrams, data flow diagrams, AD documentation, and SOPs/Job Aides
Perform as Subject Matter Expert for the application, functional user roles and service desk processes and procedures
Support focus teams or specialized projects to promote rapid improvement turnaround
Maintains a professional and pleasant manner using proper customer service skills via (telephone and/or email)
Operate a 24x7x365 Service Desk
Ability to support a fast paced and agile learning environment
Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails
Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
Ability to identify and articulate key information in an efficient and timely manner.
Ability to exercise discretion and independent judgment when handling situational occurrences
Analyzes and recommends alternative solutions to meet customer needs
Builds credibility and trust with customers
Identifies areas of opportunity to improve customer satisfaction.
Must have excellent multi-tasking and time management skills
Supports the team process and participates on cross-functional teams
Responsible for handling after-hours on call support (when necessary)
Required Education High school diploma, or in lieu of education, 3–5+ years’ experience (The minimum experience for this position is 4 years of relevant experience in a Service Desk environment.)
CompTIA Security +
All applicants must be U.S. Citizens and have a current security clearance (NACLAC) eligibility, day one and prior to entry on duty.
Please wait while your job application is being processed. This may take a few moments.