Service Desk Analyst (Active Secret Clearance)
Description
Service Desk Analyst
OPEXUS has an exciting and challenging position for a service desk analyst on a large IT project assisting customers seeking technical support using a web based software application. Individuals interested in this position should have excellent communication skills as well as experience working with customers one on one to troubleshoot and resolve issues virtually (email, chat, or video conferencing). The successful candidate will join a team of over 70 personnel on a program to provide high quality customer service to hundreds of worldwide users and support the goal of a consistent positive customer experience.
Remote WFH environment with unlimited PTO and a competitive salary
Duties, Roles and Responsibilities:
● Serve as the point of contact via phone or email for customers seeking technical assistance using software applications
● Work with customers to evaluate and solve technical problems; perform troubleshooting through diagnostic techniques and pertinent questions
● Provide accurate resolution for escalated service tickets
● Determine the best solution based on the issue and details provided by customers
● Walk the customer through the problem-solving process
● Direct unresolved issues to the next level of support personnel
● Maintain a log of completed work using an incident-tracking application
● Provide timely follow-up to users
● Pass on any feedback or suggestions by customers to the appropriate internal team
● Identify and suggest possible improvements on procedures
● Review and update application SOPs
● Review and update Training Plans
● Deliver in-person or virtual user training per approved Training Plans
Required Skills:
● Excellent problem-solving, communication and interpersonal skills
● Strong understanding of software technology, including ability to quickly learn the various software and networking systems being supported
● Ability to communicate with end users effectively to understand the reported problem and explain its solution
● Must exhibit a patient, customer-friendly attitude with ability to resolve issues and ability to work in a team environment
Requirements:
● Proven experience as a help desk technician or other customer support role
● Good understanding of computer systems
● Ability to diagnose and resolve basic technical issues
● Proficiency in English with excellent communication skills
● Strong written and oral communication skills
● Ability and willingness to work in a team environment
● ServiceNow experience is a plus
Security Clearance:
● US citizenship - Active Secret or Interim Secret Clearance.
Education:
● Associates or BSc/BA in IT, Computer Science or relevant field
About OPEXUS
Get government unstuck with OPEXUS. We believe the professionals who keep democracy running expect and deserve exceptional technology experiences. With more than 30 years of experience supporting public institutions, OPEXUS is the leader in FedRAMP-certified government process management software, bringing operational excellence to governments’ middle office so agencies can focus on the critical work of mission delivery.
Our customers and employees share the desire to make a positive impact on society and leave a legacy. Our location in the heart of Washington, D.C. enables our team to work hand-in-hand with our customer community to deliver built-for-government software applications that users love.
If you are a talented, entrepreneurial candidate with an interest in driving growth, then we want to talk with you. We offer countless opportunities for our employees to stretch and take on new challenges in their careers.
OPEXUS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
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