Operations Support Analyst (748572) - Tri-Force Consulting Services, Inc.

Title: Operations Support Analyst (748572)

Location: Mechanicsville, VA 23116

Note: This is a hybrid position

• 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.

• 3+ years experinece as a  Help Desk Support

• Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.

• 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.

• Strong understanding of computer systems, including hardware and software and networks.

• Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.

• Strong problem-solving abilities with skills in analyzing and resolving technical issues.

• Correctly log and escalate queries in incident management system.

• Monitor open issues, keep users informed of status.

• 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).

If you are: bright, motivated, skilled, a difference-maker, able to get things done, work with minimum direction, enthusiastic, a thinker, able to juggle and multi-task, communicate effectively, and lead, then we would like to hear from you. We need exceptionally capable people for this role for our client, so get back to us and tell us why you think you are a fit.

Since 2000, Tri-Force Consulting Services () has been an MBE/SDB certified IT Consulting firm in the Philadelphia region. Tri-Force specializes in IT staffing, software development (web and mobile apps), systems integration, data analytics, system automation, cybersecurity, and cloud technology solutions for government and commercial clients. Tri-Force works with clients to overcome obstacles such as increasing productivity, increasing efficiencies through automation, and lowering costs. Our clients benefit from our three distinguishing core values: integrity, diligence, and technological excellence. Tri-Force is a six-time winner among the fastest-growing companies in Philadelphia and a four-time winner on the Inc. 5000 list of the nation's fastest-growing companies.