Job Description Summary

Job Description

Roles and Responsibilities:

Roles and Responsibilities

• Respond to and track reports from internal and external customers.
• Provide initial triage, with goal to handle more issues over time with familiarity/skillset.
• Oversee defined IT processes ensuring correct execution; identify and communicate issues and variances when found.
• Interact with customer systems (logins, copying down files, configuring software, etc.).
• Log issues and enhancement requests within ServiceNow
• Documentation of problem-solving steps into a growing knowledge base.
• Track distribution of support issues to look for optimization possibilities.
• Identify processes and applications having problems, scan through error logs and source code, help determine reproduction paths.
• Analyze software failures and implement identified solutions.
• Proactively reduce future support burden through identification of improvement opportunities.
• Resolve day-to-day issues related to strategy implementation. Escalates issues that impact the client and/or strategic initiatives.
• Participate in key initiatives as a project member executing defined tasks to achieve defined project goals.

Education Qualification

• Bachelor’s degree from accredited university or college with minimum of 1 years of professional experience OR Associates degree with minimum of 4 years of professional experience OR High School Diploma with minimum of 6 years of professional experience
• Note: Military experience is equivalent to professional experience
• Minimum 1 year of IT operations/technical support.

Eligibility Requirement:

• Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job.

Desired Characteristics

Technical Expertise:

• Experience in sustainment engineering, technical customer support, or software development
• Hands on operations experience with multiple application, OS and network level support
• Experience with basic computer networking and common end user trouble shooting
• Experience with Windows, Mac, iOS, Android operating systems

Business Acumen:

• Ability to manage to aggressive deadlines while staying true to strategic outcomes
• Ability to communicate effectively with technical and non-technical communities
• Ability to understand and communicate complex business, and technical concepts clearly and accurately
• Demonstrated customer focus

Personal Attributes:

• Project management skills; demonstrated ability to deliver on-time and on-budget
• Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions
• Excellent communication skills and the ability to interface with customers with confidence and clarity
• Ability to work independently on projects and a sharp eye for detail
• Highly collaborative, team-oriented individual
• Positive, enthusiastic and confident attitude