Operations Support Analyst 748572

Title : Operations Support Analyst(748572)

Location : MechanicsvilleVA 23116

Note : This is a hybridposition

JobDescription :

EssentialJobFunctions :

Able to Identify research and resolve technical and proceduralissues.

Respond to telephonecalls emails tickets and personnel requests for technicalsupport.

Documents tracks andmonitors issues / tickets to ensure a timelyresolution.

Escalate unresolvedissues / ticket to Tier II / IIIsupport.

Must read and comprehendtechnical procedures and Standard Operating Procedures(SOPs).

Communicate accurate anduseful status updates.

Manage andreport time spent on all workactivities.

Must be able to workin a team environment.

Must becustomer service focused.

Workindependently and proactively with minimalsupervision / direction.

Flexibleand able to adapt to a rapidly changingenvironment.

3 years experineceas a Help Desk Support

Must beable to work flexible shift schedules to include nights weekendsand someholidays.

MINIMUMQUALIFICATIONS AND TECHNICALSKILLS

Technical problem resolution judgment and decisionmakingskills.

Strong analyticalinterpersonal and written / verbal communicationskills.

Two years of technicalcustomer service experience or equivalenteducation.

Ability to exhibit apositive approach and the ability to work efficiently as anindividual contributor and teammember.

Flexible and able toadapt to a rapidly changingenvironment.

Ability tocommunicate well and work independently with minimumsupervision.

Willingness to learnnew technologies dive into challenges and takedirection.

TECHNICALSKILLS

Strongunderstanding of computer systems including hardware and softwareand networks.

Excellentanalytical abilities to identify diagnose and resolve customer calland email issues.

Strongproblemsolving abilities with skills in analyzing and resolvingtechnical issues.

Correctly logand escalate queries in incident managementsystem.

Monitor open issues keepusers informed ofstatus.

PREFERREDQUALIFICATIONS

Degree in a relevant field preferred or equivalent relevantexperience in IT support.

ITILcertification preferred

Network Aor Security Certification preferred.. Experience with TicketingSystems (ServiceNowpreferred).

Ifyou are : bright motivated skilled a differencemaker able to getthings done work with minimum direction enthusiastic a thinker ableto juggle and multitask communicate effectively and lead then wewould like to hear from you.

We need exceptionally capable peoplefor this role for our client so get back to us and tell us why youthink you are afit.

AboutUs :

Since2000 TriForce Consulting Services ( ) has been an MBE / SDBcertified IT Consulting firm in the Philadelphia region. TriForcespecializes in IT staffing software development (web and mobileapps) systems integration data analytics system automationcybersecurity and cloud technology solutions for government andcommercial clients.

TriForce works with clients to overcomeobstacles such as increasing productivity increasing efficienciesthrough automation and lowering costs.

Our clients benefit from ourthree distinguishing core values : integrity diligence andtechnological excellence. TriForce is a sixtime winner among thefastestgrowing companies in Philadelphia and a fourtime winner onthe Inc.

5000 list of the nations fastestgrowingcompanies.

3years experience as help desk Strong understanding of computersystems, including hardware and software and networks. Excellentanalytical abilities to identify, diagnose and resolve customercall and email issues.

Strong problem-solving abilities with skillsin analyzing and resolving technical issues. Correctly log andescalate queries in incident management system.

Monitor openissues, keep users informed ofstatus.

Education

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

• Experience with TicketingSystems (ServiceNow preferred).
30+ days ago