Remote - Operations Support Analyst
DKMRBH Inc. Mechanicsville
There IS available parking at this facility for contractors at no cost. Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities. Initial schedule will be Monday - Friday 8AM to 5PM through training.
Once trained, schedule to include night and weekend shifts. UPDATED INFO: The primary hours will be 8AM to 5PM, we will seek to limit any nights/weekend hours for contractors outside of those hours. That said, if we need coverage, there could be an opportunity to work nights and weekends, but the goal is 8AM to 5PM.
Essential Job Functions: Able to Identify, research, and resolve technical and procedural issues. Respond to telephone calls, emails, tickets, and personnel requests for technical support. Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
Escalate unresolved issues/ticket to Tier II/III support. Must read and comprehend technical procedures and Standard Operating Procedures (SOPs Communicate accurate and useful status updates. Manage and report time spent on all work activities.
Must be able to work in a team environment. Must be customer service focused. Work independently and proactively with minimal supervision/direction. Flexible and able to adapt to a rapidly changing environment. Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS Technical problem resolution, judgment, and decision-making skills. Strong analytical, interpersonal, and written/verbal communication skills. Two years of technical customer service experience or equivalent education.
Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member. Flexible and able to adapt to a rapidly changing environment. Ability to communicate well and work independently with minimum supervision.
Willingness to learn new technologies, dive into challenges and take direction. TECHNICAL SKILLS Strong understanding of computer systems, including hardware and software and networks. Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
Strong problem-solving abilities with skills in analyzing and resolving technical issues. Correctly log and escalate queries in incident management system. Monitor open issues, keep users informed of status. PREFERRED QUALIFICATIONS Degree in a relevant field preferred or equivalent relevant experience in IT support.
Once trained, schedule to include night and weekend shifts. UPDATED INFO: The primary hours will be 8AM to 5PM, we will seek to limit any nights/weekend hours for contractors outside of those hours. That said, if we need coverage, there could be an opportunity to work nights and weekends, but the goal is 8AM to 5PM.
Essential Job Functions: Able to Identify, research, and resolve technical and procedural issues. Respond to telephone calls, emails, tickets, and personnel requests for technical support. Documents, tracks, and monitors issues/tickets to ensure a timely resolution.
Escalate unresolved issues/ticket to Tier II/III support. Must read and comprehend technical procedures and Standard Operating Procedures (SOPs Communicate accurate and useful status updates. Manage and report time spent on all work activities.
Must be able to work in a team environment. Must be customer service focused. Work independently and proactively with minimal supervision/direction. Flexible and able to adapt to a rapidly changing environment. Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.
MINIMUM QUALIFICATIONS AND TECHNICAL SKILLS Technical problem resolution, judgment, and decision-making skills. Strong analytical, interpersonal, and written/verbal communication skills. Two years of technical customer service experience or equivalent education.
Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member. Flexible and able to adapt to a rapidly changing environment. Ability to communicate well and work independently with minimum supervision.
Willingness to learn new technologies, dive into challenges and take direction. TECHNICAL SKILLS Strong understanding of computer systems, including hardware and software and networks. Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.
Strong problem-solving abilities with skills in analyzing and resolving technical issues. Correctly log and escalate queries in incident management system. Monitor open issues, keep users informed of status. PREFERRED QUALIFICATIONS Degree in a relevant field preferred or equivalent relevant experience in IT support.
ITIL certification preferred Network+, A+ or Security+ Certification preferred Experience with Ticketing Systems (ServiceNow preferred Skill Required / Desired Amount of Experience Tier 1 Help Desk Support Required 3 Years Help Desk Ticketing Systems Highly desired 3 Years Hardware/Software Troubleshooting Required 3 Years Customer Service/Retail Support Desired 2 Years Remote Support Tools Highly desired 3 Years A+, ITIL, Security+ or Network+ Certification Nice to have Degree in Relevant Field or equivalent experience in IT Support Nice to have Strong communication skills, creative problem solving, highly organized Required
Robert HalfRichmond, 13 mi from Mechanicsville (VA)
We are in search of a Mobile Device Support Analyst to join our team in the Financial Services industry, located in Richmond, Virginia. In this role, you will be instrumental in assisting the transition from corporate mobile devices to personal...
DKMRBH Inc.Richmond, 13 mi from Mechanicsville (VA)
IMPORTANT: This is an ON SITE position, physically located at DCLS 600 N 5th Street. Parking is NOT provided for contractors. ABOUT THE ROLE The Help Desk /Tech Support role is responsible for providing computer information systems support via...
Accord Tecnologies.IncChesterfield (VA), 18 mi from Mechanicsville (VA)
Role: Technical Support Analyst Location: Chesterfield, VAInterview Type: WebcamWork Arrangement: OnsitePosition type: Direct hire (W2)Note: Local profiles only! Description:*Onsite resource to support users in an enterprise environment, including...