On-Site Tier 2 Helpdesk Analyst

Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.

Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 resources) to log issues and requests in ServiceNow IT Service Manager.

Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.

Triage requests to ensure accurate transfers and escalation of customer requests or issues.

Provide off-hour emergency support as needed.

The pay range for this position is $35 / hr - $48 / hr

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Strong written and verbal communication; ability to engage customers and respond effectively to questions.

Self-starter, highly motivated individual who adapts to a dynamic work environment.

Strong attention to detail with an ability to operate effectively across multiple priorities.

Prior Federal government experience.

Bachelors degree and 3+ years of Help Desk / Desktop support experience or Masters and 1 or 7 years of experience with no degree

3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.

2 years of experience providing Tier 2 IT support services to customers.

2 years of experience using an IT Service Manager application for logging tickets and requests

Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.

Flexible and positive attitude with interest in learning new technical skills.

Strong problem-solving skills and the ability to work in a fast-paced environment.

Strong understanding of IVR terminology and services.

Provide guidance and mentor Tier 1 Support Analysts.