Service Desk Analyst

User Support

• Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)

• Provide clear, friendly and effective communication to assist users to resolve their issues

Issue Resolution

• Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution

• Escalate issues to higher-level support, if necessary

Incident Management

• Record and track incidents and service requests using the Jira ticketing system

• Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)

Technical Knowledge

• Maintain a strong understanding of the organization's infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner

• Remain up-to-date with technology trends and advancements to contribute to process improvement

Documentation and Knowledge Base

• Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team

Collaboration

• Work closely with other team members, such as system administrators and application developers, to address complex issues

• Bachelor's degree in relevant field (i.e., Information Systems, Software Engineering)

• 4+years of experience
• Clearance: TS/SCI w Poly
• Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
• Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
• Ability to communicate technical information in a clear and understandable manner is crucial
• Proven problem-solving skills to identify issues, analyze data, and make informed decisions
• Experience with JIRA ticketing process and reporting capabilities or similiar service desk software