Service Desk Analyst

Belcans Government Solutions business unit is an information technology strategy and solutions organization focused on providing services that allow Federal Government agencies to deliver on the promise of technology. Belcan leads complex IT programs for Federal Government agencies in national security, defense, intelligence, health, and finance. Our mission is to deliver and support innovative solutions for large, complex Federal Government enterprises with a targeted focus on higher end differentiated services that solve mission critical client issues.

A Service Desk Analyst Tier 1 position is currently available to work from home (Cincinnati Ohio area preferred) .

This is a FULL time position, with Paid Time Off, and medical benefits.

Qualifying candidates will have 2 years technical support experience and a minimum of an Associates degree in the Technology field.

In this position your responsibility as a Service Desk Analyst Tier 1 is to deliver an outstanding customer experience and provide technical support on IT assets to end users via multiple channels. This includes providing first contact resolution, dispatching service requests, and escalating major issues to the appropriate points of contact defined within the support organization. This helpdesk is in full operation 24 hours a day, 7 days a week, 365 days a year (except government approved holidays that we are closed).

Duties:

• Be aware of & adhere to all current company and client policies.

• Deliver excellent customer service and professionalism with every interaction.

• Document all interactions in detail in the assigned ticketing tool, including all troubleshooting steps taken.

• Be ready to handle calls or offline as directed by the leadership team. Process offline work efficiently, minimizing unproductive time.

• Make a best effort to resolve every issue at first contact by using all provided policy & troubleshooting resources during each interaction.

• Successfully resolve common hardware issues (e.g. laptop, desktop, printer, VoIP telephony, etc.) & software problems (e.g. Microsoft Office, Windows XP & Win7 / Win10, VPN, Active Directory, customer specific software applications, etc.).

• Triage issues that cannot be resolved at the Service Desk & escalate to the correct support teams.

• Work well as a team and with co-workers.

• Stay informed about changes made in the clients organization & knowing how those changes impact job duties.

• Using ITIL best practices, correctly assign urgency and impact to Incidents.

• Adapt to a rapidly changing environment.

• Help to maintain the in-house knowledgebase.

• Ability to work independently & effectively while maintaining good team interactions.

• Partner with team members to ensure phones are covered during breaks, lunches, etc.

• Perform related tasks as needed or assigned.

• Be available to cover holidays as needed (typically 2-3 holidays per year).

Required Qualifications:

• 2 years technical support experience.
• A minimum of an Associates degree in Technology field.
• CompTiA A+ Certification w/ demonstrated tech support experience.
• 1 year or more customer service experience.
• Experienced working with & supporting Microsoft Desktop Applications, such as MS Office.
• U.S. Citizenship.

• Ability/willingness to do company travel to obtain necessary tools.
• **Will have to travel to Kansas City to acquire a customer badge (1 day trip)**

Desired Experience/Skills:

• Previous contact center experience handling phone calls and/or offline interactions.

• Related HDI and/or ITIL certifications.

Physical Requirements:

• Primarily Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force to lift, carry, push, pull or otherwise move objects, including the human body. Position involves sitting, working on a laptop, and answering phones call most of the time.

Current Shift Available:

• Monday Friday 1:30 pm 10:30 pm Central Standard Time (must be flexible to work any hours (24 hours a day), any days (7 days a week), based on the business needs)

We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local law.