Service Desk Analyst - Remedy
Company: Innovative Management & Technology Services
Location: Arlington
Posted on: May 11, 2022
Job Description:
Security Requirements: Active TS/SCI and ability to -obtain DHS
suitabilityResponsibilities:
- Provide effective front-line support leveraging service desk
ticketing system, telephone, and email communications
- Support the service desk shift lead in operational
activities
- Interact with government Program Manager for the service desk
regarding operational issues
- Ensure timely and effective response to internal and external
mission partners
- Follow the appropriate incident escalation and reporting
procedures -
- Seek to improve the quality, productivity, and culture of the
service desk environment -
- Coordinate distribution of incidents and service requests
within the ticketing system
- Conduct effective shift transition actions and procedures
-
- Duties may also include but are not limited to identifying,
logging, categorizing, performing initial triage, routing, and
resolving incidents and requests; manage the life cycle of incident
and request tickets in accordance with interface agreements,
performing customer relationship management activities with mission
partners, internal coordination and follow up for distributed
actions, and compliance with defined processes, procedures, work
instructions, and program requirements.Requirements:
- Must be customer and detail oriented and possess good
decision-making ability
- Knowledge and understanding of customer service
techniques.
- A willingness to learn new tools and technologies and take on
new responsibilities as assigned
- HS diploma or GED
- Ability to obtain a security clearance
- Ability to use professional e-mail and phone
ettiquettePreferred qualifications or skills:
- 1+ years of experience with IT in a professional work
environment
- Experience working with a customer service oriented
environment
- Experience providing service desk/call center support
- Knowledge of Microsoft Office suite
- Experience in using the Remedy ticketing suite
- Exceptional communication skills
- BA or BS degreeEqual Employment Opportunity:Cyber Defense
Solutions is an equal opportunity employer and -will not
discriminate or permit harassment or retaliation against a person
because of race, color, creed, age, sex, gender, gender identity,
gender expression, religion, national origin, ancestry, marital
status, military or veteran status or obligation, the presence of a
physical and/or mental disability or medical condition, genetic
information, sexual orientation, and all statuses protected by
applicable state or local law in all recruiting, hiring, training,
compensation, overtime, position classifications, work assignments,
facilities, promotions, transfers, employee treatment, and in all
other terms and conditions of employment. CDS -will also prohibit
retaliation against individuals for raising a complaint of
discrimination or harassment or participating in an investigation
of same.Cyber Defense Solutions will also reasonably accommodate
qualified individuals with a disability so that they can apply for
a job or perform the essential functions of a job unless doing so
causes a direct threat to these individuals or others in the
workplace and the threat cannot be eliminated by reasonable
accommodation or if the accommodation creates an undue hardship to
CDS. Contact human resources (HR) with any questions or requests
for accommodation at 703-337-4192.Powered by JazzHR
Keywords: Innovative Management & Technology Services, Arlington , Service Desk Analyst - Remedy, Professions , Arlington, Virginia
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