IT Customer Support - Service Desk Analyst

Information Technology Abingdon, Virginia


Description

Position:  IT Customer Support - Service Desk Analyst

Location:  Abingdon, VA

***This position is contingent upon contract award***

ABOUT 1901 GROUP:

1901 Group provides IT services through the use of an integrated cloud-based platform that enables monitoring, management, and optimization of IT environments that span on-premise, co-location, and cloud computing environments. Our “as a service” model (XaaS) embeds all of the people, processes and technology necessary to deliver highly efficient IT services on a 24x7x365 basis. 

PURPOSE OF JOB:

In our 24x7x365 EITOC Service Desk staff at all levels log and troubleshoot incidents and fulfill service requests for clients from a variety of federal and commercial clients. Our EITOC focuses on providing support to 1901 Group clients in a professional, courteous, and user-focused manner to ensure customer satisfaction as the highest possible level while meeting our client service level agreements (SLAs). Our Desktop Support Technicians handle a range of issues from troubleshooting desktop and web-based services to working with vendors to facilitate telecom service restoration. Environments cross multiple endpoint operating systems (Windows, Mac, Linux, VDI) running commercial off-the-shelf (COTS) and custom, client-built applications. Service Desk staff at all levels may support one or more clients, depending on team assignment.

KEY RESPONSIBILITIES:

  • Answer customer calls reporting service changes and outages
  • Complete password/PIN resets
  • Perform incident analysis to determine possible cause and potential fix
  • Create/Update tickets and continuously coordinate necessary work
  • Document status updates and communicate to necessary parties

KEY KNOWLEDGE, SKILLS AND ABILITIES:

  • 1+ years of related and progressive experience
  • Previous customer service support experience, phone experience preferred
  • Strong desire to pursue a long-term career in IT
  • Excellent verbal and written communication skills
  • Excellent attention to detail
  • The ability to apply logical thinking and problem-solving skills
  • The ability to work in a team environment
  • Punctuality due to the nature of our work is essential
  • Basic Operating Systems knowledge: Windows 8, Windows 7, Windows Vista, Windows
  • ITIL Foundations v3 Certification or the candidate must obtain it within 90 days of start

DESIRED SKILLS:

  • Basic Operating Systems knowledge: Windows 8, Windows 7, Windows Vista, Windows XP
  • Server knowledge: Windows 2003, Windows 2008, Windows 2012

PHYSICAL REQUIREMENT STATEMENT: None specified

1901 Group provides IT services through the use of an integrated cloud-based platform that enables monitoring, management, and optimization of IT environments that span on-premise, co-location, and cloud computing environments.  Our “as a service” model (XaaS) embeds all of the people, processes and technology necessary to deliver highly efficient IT services on a 24x7x365 basis.   

This position profile incorporates the core responsibilities of the job.  It is recognized that other related duties not specifically mentioned may also be performed, and that not all responsibilities may be carried out depending on operational needs.  Nothing in this profile restricts management’s rights to assign or reassign duties and responsibilities to this job at any time.

1901 Group is an Affirmative Action and Equal Opportunity Employer

1901 Group offers a full package of benefits and competitive salary, excellent group medical, vision and dental programs, life insurance and short term/long term disability coverage, 401K savings plan; employee training, development and education programs; advancement opportunities; and much more!

1901 Group is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.

1901 Group “Contingent” offers for employment may stipulate that one or more requirements be satisfied before final commitment between candidate and 1901 Group is established; namely, award of contract to the 1901 Group.  Contingent requirements vary and may also include, but not be limited to additional factors (i.e., the position still being available after negotiations with the Government; final approval of your qualifications by the Government; or ability to successfully acquire and/or transfer a DoD security clearance)

U.S. Citizenship is required for most positions.

1901 Group is a drug free workplace.