Tier 2 Customer Support - Help Desk Analyst

July 2

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Enterprise Horizon Consulting Group

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IT Consulting • Government & DoD Contract Work • SAP • Program Management • Agile Software Development

11 - 50

Description

• Monitoring the customer support inbox with scheduled rotations within the team to ensure tickets and communication with end users are prioritized • Preparing and participating in bimonthly training for new and current users • Reviewing work orders from site administrators • Transforming user requests or requirements into technical design specifications and serving as a liaison between various parties • Researching and analyzing science, engineering, business, and other data processing problems to develop, recommend, and implement solutions to complex applications problems, system administration issues, or network concerns • Performing systems management and integration functions, improving existing systems, and reviewing system capabilities, workflow, and schedule limitations • Analyzing and recommending solutions to various issues

Requirements

• Active Secret Clearance required • Previous DoD customer support/help desk experience highly desired • Experience supporting a DoD/Federal financial application highly desired • Excellent analytical and critical thinking skills • Excellent oral and written communication skills • Proficient in Microsoft applications such as Word, Excel, PowerPoint, and Outlook • Ability to work independently and take ownership of tasks • Ability to learn and apply technical concepts to assigned duties, analysis, planning, and coordination between network and data communications hardware and software

Benefits

• medical, dental, vision, life insurance, simple IRA with company match, federal holidays, vacation time, and sick leave