Tier I Service Desk Analyst

Tier I Service Desk Analyst

16 Jun 2024
District of Columbia, Washington, 20002 Washington USA

Tier I Service Desk Analyst

Vacancy expired!

Description:

Business Operational Concepts (BOC) is a recognized leader in providing Technical and Program Management Services, Information Technology, and Support.

BOC has enabled their Government and Commercial clients to achieve their organizational initiatives through the application of high quality, innovative, and cost-effective professional services and solutions. We provide a positive working environment, with opportunities for advancement in our growing Federal sector workforce.

We offer an excellent compensation package which includes a generous salary, insurance (medical, dental, etc.), paid leave, 401k plan and more. We are committed to the diversity we bring to the marketplace and believe customer satisfaction comes first.

JOB SUMMARY:

Business Operational Concepts (BOC) is currently seeking a Tier 1 Service Desk Analyst to work with our government client.

The Service Desk position will work within an established team to provide Tier I level Help Desk support to the end user community and is responsible for inception, triage, diagnosing, troubleshooting and resolving support requests for OPM customers. This position will work closely with the Network Management: Desktop Support, System Access, Software Deployment teams to assist with customer support requests. Job specifications are intended to present a descriptive list of the range of duties performed by employees. Specifications are not intended to reflect all duties performed within the job.



Requirements:

DUTIES AND RESPONSIBILITIES:

Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.

Providing telephone, email and walk-in support to the client end-user community.

Creating, updating, and resolving Remedy incident tickets; ensuring problem ownership and promote end-user satisfaction.

Issues will include problems, errors, training, general questions, and general use.

Able to work independently and with minimum supervision

Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available (continuously).

Contact users via phone and/or email for follow-up to ensure the incident(s) or request(s) are resolved.

Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.

Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.

Answer calls within proposed response and resolve incidents in accordance to all Service Level Agreements (SLA) as listed in the Service Level Management Plan.

Call Answer Rate (ACR)

99%

Dropped Call Rate (DCR)

1%

First Call Resolution (FCR)

85%

Perform tasks provided in the Incident Management Plan to resolve incidents and requests.

Troubleshoot and resolve user incidents using system tools including, but not limited to with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, Citrix, VPN, 2 Factor Authentication, remote tools and all OPM owned COTS and GOTS products.

Escalate tickets to Tier II/Tier III Technicians if an incident or request cannot be resolved at the Tier I level.

Adhere to all OPM and company policies and procedures.

Assist with evaluating/testing new technologies for the agency.

QUALIFICATIONS:

Required (Minimum) Qualifications Education, Certification, Experience, and Skills

Strong customer service skills.

Excellent oral and written communication skills.

Excellent phone etiquette.

Ability to work with users that have limited technical knowledge.

Ability to instruct users utilizing verbal communication.

Ability to work in a fast-paced, dynamic environment.

Ability to interface with all levels of management.

Excellent time management, scheduling, and organizational skills.

Ability to work well independently or in a team setting.

Attention to detail.

High degree of patience.

Strong technical aptitude including excellent troubleshooting skills.

1-2 years experience in technical Help Desk environment.

1-2 years experience working within an Active Directory environment

1-2 years experience in troubleshooting issues with Windows 10 operating system

Preferred Qualifications Education, Certification, Experience, Skills, Knowledge, and Abilities

Help Desk ticketing systems such as Remedy and Service Now,

Remote tools to resolve user issues, such as SCCM and Remote Desktop,

Understanding of ITIL methodologies such as Incident and Problem Management.

MCP,

MCDST,

A+,

Network+,

HDI Support Center/Desktop Support Analyst

ITIL Foundations v3 or 4

Proficiency in Win10

Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation

Experience with the following: Internet Explorer, Java, Citrix, VPN, mobile devices and 2 Factor Authentication

Experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project).

CLEARANCE REQUIREMENTS:

Public Trust (or higher) clearance. (Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.)

Related jobs

  • Req ID: RQ171103

  • Service Desk Technician - Adaptive

  • Help Desk Analyst (Salesforce)

  • Located in a historic neighborhood in the nation\'s capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

  • Overview

  • Overview

  • Summary This position is located in the Department of Homeland Security (DHS), Office of Strategy, Policy, and Plans, Office of Trade and Economic Security. The primary purpose of this position is to manage a team responsible for DHS participation in national security reviews of foreign investment in the United States in support of CFIUS and Team Telecom. Non-BU: This is a non-bargaining unit position. Responsibilities As a Supervisory Policy Analyst, GS-0301-15, your typical work assignments may include: Leading a team of analysts responsible for case management and risk analysis for DHS-wide participation in foreign investment risk management activities related to the Committee on Foreign Investment in the United States (CFIUS) and the Committee for the Assessment of Foreign Participation in the United States Telecommunications Services Sector (Team Telecom). Areas of responsibility include case management, risk analysis, identification of non-notified transactions of interest, and developing effective risk mitigation strategies in coordination with DHS compliance and enforcement experts. Developing DHS-wide policies, programs, and planning to promote and ensure quality across all homeland security missions in connection with foreign investment risk management activities. Serving as an expert-level authority on foreign investment risk management for DHS, advising DHS senior officials, building and leveraging relationships with relevant experts and organizations, and providing authoritative guidance on agency-wide programs and long-range planning relating to foreign investment risk management. Supervises a group of employees and contractors, providing administrative and technical supervision necessary to accomplish the mission. All DHS-HQ announcements have a 5 business day open period due to the number of applications received. This announcement will be open for 5 business days OR until the first 100 applications have been received, whichever happens first. View common definitions of terms found in this announcement: Common Definitions. Requirements Conditions of Employment Qualifications Specialized Experience: To qualify for the GS-15, an applicant must demonstrate at least one year of specialized experience equivalent in difficulty and responsibility to the GS-14 level in the Federal service that includes: Performing risk analysis and mitigation of national security risks arising from foreign investment in the United States. Leading a team in furtherance of a common objective. Providing expert advice and recommendations on foreign investment risk management and policy. Time-in-grade: Current General Schedule (GS) federal employees, and those that have served in GS positions within the last 52 weeks, must have served 52 weeks at the next lower grade, or a combination of the next lower grade level and an equivalent band in the federal service by the closing of this announcement. Substitution of education in lieu of specialized experience may not be used for this grade level. All qualifications and eligibility requirements must be met by the closing date of the announcement. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Current or Former Political Appointees: The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office. Education Not Applicable Additional Information The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR 213.3102(u), and or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR 315.707. Veterans, Peace Corps, VISTA volunteers, and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the servicing Human Resources Office listed at the bottom of this announcement. Pursuant to Executive Order 12564 and DHS policy, DHS is committed to maintaining a drug-free workplace and, therefore, conducts random and other drug testing of its employees in order to ensure a safe and healthy work environment. Headquarters personnel in safety- or security-sensitive positions are subject to random drug testing and all applicants tentatively selected for employment at DHS Headquarters are subject to drug testing resulting in a negative test result. You may be required to serve a one-year supervisory probationary period. You will be required to complete an OGE 450, Confidential Financial Disclosure Form. Background Investigation: To ensure the accomplishment of our mission, DHS requires every employee to be reliable and trustworthy. To meet those standards, all selected applicants must undergo and successfully pass a background investigation for Top Secret/SCI as a condition of placement in this Special Sensitive position. This review may include financial issues such as delinquency in the payment of debts, child support and/or tax obligations, as well as certain criminal offenses and illegal use or possession of drugs.

Job Details

Jocancy Online Job Portal by jobSearchi.