On-Site Tier 2 Helpdesk Analyst

• Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.

• Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 resources) to log issues and requests in ServiceNow IT Service Manager.

• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.

• Triage requests to ensure accurate transfers and escalation of customer requests or issues.

• Provide off-hour emergency support as needed.

The pay range for this position is $35/hr - $48/hr

• Bachelors degree and 3+ years of Help Desk/Desktop support experience or Masters and 1 or 7 years of experience with no degree

• 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.

• 2 years of experience providing Tier 2 IT support services to customers.

• 2 years of experience using an IT Service Manager application for logging tickets and requests

• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.

• Flexible and positive attitude with interest in learning new technical skills.

• Strong problem-solving skills and the ability to work in a fast-paced environment.

• Strong understanding of IVR terminology and services.

• Provide guidance and mentor Tier 1 Support Analysts. * Strong written and verbal communication; ability to engage customers and respond effectively to questions.

• Self-starter, highly motivated individual who adapts to a dynamic work environment.

• Strong attention to detail with an ability to operate effectively across multiple priorities.

• Prior Federal government experience.