Jr Service Desk Analyst

Responsibilities include, but are not limited to:

Entry level service desk/call center position where second line analysis and troubleshooting for application specific issues are reported for highly visible and high-profile government contract.

• Resolve tier 2 level application system inquiries, requests, and incidents by

o Clarifying the initial request or incident

Determining the issue to be resolved

o Researching solutions for the root cause

o Escalating for quick resolution turnaround

o Following up as appropriate to confirm resolution

o Documenting resolution activities in trouble ticket tracking system and knowledge management

• Effectively transfer cases to other support groups and escalate to the next appropriate tier level

• Cognizant and capable of meeting enforced service level agreements

• Efficiently handle high volume ticket queue by supporting 50 – 100 tickets on a daily basis

• Actively participate in all meetings such as but not limited to weekly staff meetings, Pre-Scrum, Scrum, Validation, Weekly Live Meeting, USB, Weekly Ticket Tag-Up, Weekly Implementation Call on a rotational basis as necessary

• Responsible for preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides

• Largely responsive to action items to fulfill urgent internal/external requests 

• Subject Matter Expert for the application, functional user roles and service desk processes and procedures

• Support focus teams or specialized projects to promote rapid improvement turnaround

• Maintains a professional and pleasant manner using proper customer service skills via (telephone and/or email)

• Responsible for handling varied customer requests, incidents, and problems with regards to the Veterans Benefits Management System (VBMS) application

• Analyzes and recommends alternative solutions to meet customer needs

• Builds credibility and trust with customers

• Identifies areas of opportunity to improve customer satisfaction. 

• Supports the team process and participates on cross-functional teams

• Responsible for handling after-hours on call support (when necessary)

Job Qualifications:

• High School Diploma with 1-3 years of relevant experience in a Service Desk environment, or in lieu of education, 3–5+ years’ experience

• Proven experience in ongoing support of client specific application systems

• Experience and ability to export and manipulate data to create and support reports.

• Experience using ticketing software such as Service Now or Service Desk Manager with a thorough understanding of ITIL best practices

• Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Agile, Java and Acrobat Adobe

• Ability to support a fast paced and agile learning environment

• Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails

• Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests

• Ability to identify and articulate key information in an efficient and timely manner.

• Ability to exercise discretion and independent judgment when handling situational occurrences

• Must have excellent multi-tasking and time management skills

• Physical Requirements lifting and/or pulling up to 40lbs.; sitting, bending and standing

• The equipment used in this position includes but is not limited to; computers, servers, network devices

• Availability to travel if necessary

• This position requires the ability to obtain a VA designated Low-Risk Background Investigation (BI) 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.