Service Desk Analyst - Journeyman - Convergenz

RESPONSIBILITIES:

•  Provide Tier 1 service desk support as part of the moderately complex issues, how-to requests, and incidents
•  Process assigned service requests via the Government designated incident reporting system or by telephone, walk-in, or email
•  Open incidents on behalf of the customer, for metrics
•  Strive for first-call resolution; if beyond the capabilities of the service desk, elevate and assign the work request to the appropriate Tier 2 or Tier 3 work center for resolution
•  Help adapt and improve offerings and move to a more proactive environment
•  Fulfill user request, resolves service failures, performs routine operational maintenance, performs administrative tasks, and addresses/fixes problems and incidents
•  Provide total ticket ownership for assigned tickets

QUALIFICATIONS:

•  Excellent interpersonal and problem-solving skills
•  Ability to drive the problem-resolution process from start to finish
•  Ability to express ideas, processes, and updates clearly and logically – both verbally and in writing
•  Ability to provide excellent written and oral communications by email, presentation, and mobile communication platforms

EDUCATION, CERTIFICATIONS, AND WORK EXPERIENCE:

•  High school education
•  Minimum 3 years of experience working in a Service Desk/Desktop Support position

SECURITY CLEARANCE:

•  Active Public Trust or the ability to obtain a Public Trust
•  Pursuant to government contract, US Citizenship is required