Operations Support Analyst - LingaTech

Location:  Richmond, VA - local candidates only
Position Type:  Hybrid, 3 days onsite.  Primary hours will be 8AM to 5PM, with some night and weekend shifts.
Contract Length:  8 months

Position Overview:
The Operations Support Analyst monitors and responds to emails, phone calls, and customer support activities while identifying and resolving technical issues.  The ideal candidate will possess strong analytical, problem-solving, and customer service skills, with a preference for those holding IT certifications such as ITIL, Network, A, or Security.

Duties:

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

Required Skills:

• 3 years of Tier 1 Help Desk support experience
• 3 years of Help Desk Ticketing systems experience
• 3 years of Hardware/Software troubleshooting experience
• Strong communication skills, creative problem-solving, highly organized

Preferred Skills:

• 2 years of Customer Service/Retail support experience
• 3 years of experience with Remote Support tools
• A, ITIL, Security or Network Certification
• Degree in Relevant Field or equivalent experience in IT Support

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