Tier II/ Application Support

CSRA

(Washington, District of Columbia)
Full Time
Job Posting Details
About CSRA
Every day CSRA makes a difference in how the government serves our country and our citizens. We are inspired by the important missions of our customers and we believe that by working together we can deliver exceptional solutions and services to enable the safety, security, health and well-being of our nation.
Summary
Seeking a Service Desk Analyst working to support DHS OBIM. Candidate must have strong troubleshooting skills, communication skills to be displayed in both writing and speech. A candidate must also be available to work any shift.
Responsibilities
* Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met. * Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems. * Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. * Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. * Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations. * Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. * Provides leadership and work guidance to less experienced personnel.
Ideal Candidate
**Basic Qualifications** * High school diploma or G.E.D. * Two or more years of technical training * Eight or more years of technical or customer support experience * Experience working with company products and operating systems * Experience with solving computer-related problems * Experience working with company escalation policy **Other Qualifications** * Must be able to obtain a Public Trust clearance * ITIL is preferred * Strong interpersonal skills for interacting with team members and clients * Strong communication skills * Strong organization and time management skills * Strong analytical and problem solving skills * Strong leadership skills to guide and mentor the work of less experienced personnel * Ability to work in a team environment

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