Help Desk Analyst

Everforth Ecs

Stafford, VA, United States

about 1 month ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Compensation

$95,000.0 - $110,000.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Testing (Software) Macintosh Application Environment Software Applications Databases Custom Software Microsoft Office SC Clearance Information Technology

Job description

As a Help Desk Analyst, you will provide proficient and effective Help Desk operations support for a custom software application to include incident handling, application troubleshooting, and maintenance of application environments. This role requires excellent problem-solving skills, technical expertise, and exceptional communication to provide proper user assistance and resolve issues satisfactorily., * Provide quality customer service and IT-related support to application users in a dynamic and fast-paced environment

Serve as first point of contact for users experiencing technical issues with their application or application environment
Respond to inbound support requests via phone, email, or web in a timely and professional manner
Leverage the incident management system to document support requests and solutions
Utilize remote support capabilities to diagnose, troubleshoot, and resolve issues related to computer systems and associated components
Perform prompt and proper incident escalation of unresolved or complex issues to higher-support levels, providing necessary details and documentation
Provide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progress
Leverage functional requirements and software testing environments when troubleshooting issues related to the application
Provide hands-on training and IT guidance to empower users through troubleshooting processes within application environments
Assist in the drafting and maintenance of Help Desk process and procedural documentation, to include SOPs, FAQs, ticket trends, and installation and training materials, to maximize and improve internal efficiencies and user experience

Salary Range: $95,000-$110,000

Requirements

Active Top Secret clearance; on-site work at Quantico-area facilities, Monday-Friday.
Active Top-Secret Clearance
Onsite support Monday-Friday, except Federal holidays
5+ years’ previous experience in Help Desk operations
Ability to learn and understand complex software applications
Proficiency in MS Office and in database software
Exceptional collaborative communication skills, written and verbal
Strong organizational and analytical skills
Ability to work both independently and as part of a team