Job summary:

Job description:

 ** **Long term*** Onsite

**There IS available parking at this facility for contractors at no cost. 

Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.

Initial schedule will be Monday - Friday 8AM to 5PM through training.  Once trained, schedule to include night and weekend shifts (outlined below). 

This role has a flexible hybrid schedule following ABC's policy of in the office in Mechanicsville, VA certain days and working from home others. More discussion if selected for interview. Just make sure the candidate is aware  before submitting. 

Candidates must follow ABC's COVID Vaccine policy providing either proof of vaccination, or agree to weekly testing at their facility. No exceptions. 

Essential Job Functions:

• 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.

MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS

• Technical problem resolution, judgment, and decision-making skills.
• Strong analytical, interpersonal, and written/verbal communication skills.
• Three 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.

TECHNICAL SKILLS

• Basic knowledge of Microsoft Client Operating Systems (Windows 10)
• Experience on Microsoft Windows Server 2008/2012/2016 and Office 365.
• Experience with client and server Anti-Virus software applications.
• Experience with Cisco AnyConnect/WebEx/Jabber/Video Conferencing
• General Knowledge of VoIP and Video over IP.
• Basic knowledge of Network topologies and IP address usage
• Familiarity with Multi-Factor Authentication environments.
• Experience with Virtual Server and Desktop Technologies.

PREFERRED QUALIFICATIONS

• Degree in a relevant field preferred or equivalent relevant experience in IT support.
• ITIL certification preferred
• Network+, A+ or Security+ Certification preferred.

Required Skills

• 3 years of Tier 1 Help Desk Support
• 3 years of Hardware/Software Troubleshooting
• Strong communication skills, creative problem solving, highly organized

Highly desired Skills

• 3 years of Help Desk Ticketing Systems
• 3 years of Remote Support Tools

Desired Skills

• 2 years of Customer Service/Retail Support

Nice to have Skills

• A+, ITIL, Security+ or Network+ Certification
• Degree in Relevant Field or equivalent experience in IT Support

Contact the recruiter working on this position:

The recruiter working on this position is Ravi Kiran
His/her contact number is +(1) (252) 3709451
His/her contact email is ravikiran@msysinc.com

Our recruiters will be more than happy to help you to get this contract.