Location: Alexandria, VA (Remote, Full-Time, M-F)
Overview:
KeenLogic is seeking a talented and self-motivated individual to fill the role of ITSM Queue Manager/Analyst with the National Science Foundation. This position involves working in a challenging, consultative, and collaborative team environment, providing support and management services to ensure the effective resolution of end-user concerns and the efficient operation of IT systems.Required Qualifications:
- US citizen
- Bachelor’s degree with 3+ years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles
- 3+ years of experience providing phone and/or in-person support for business applications
- Experience working with ITSM tools such as ServiceNow or equivalent, and supporting high- priority tickets
- Experience with Microsoft Office 365, Visio, Adobe Acrobat, and a strong understanding of desktop environments, local area networks, telephony, voice, mobile phones, and apps
- 2+ years of Asset Management
- ITIL Service Management
Responsibilities:
- Queue Management:
- Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolution
- Perform aging analysis and audits to ensure ticketing standards are met and service levels (SLAs) are maintained
- Coordinate tickets across organizational boundaries and prepare daily and summary reports on Incidents, Change, and Problem tickets
- Escalate tickets with a high degree of recurrence, high severity, or unknown root causes to the Problem Management process
- Systems Analysis and Support:
- Analyze client business applications and data to identify, correct, and report malfunctions
- Provide Tier I/II support for custom business applications, including diagnosis, remediation, and performance tuning
- Assist with help desk calls, emails, and in-person support, acting as a liaison between clients and support groups to resolve issues
- Document tickets with detailed information for escalation to Tier III teams, and contribute to knowledge base articles and procedural documentation
- Technical Expertise:
- Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software
- Set up new user accounts, including enterprise email configuration, and assist clients with account/application technical problems
- Engage in advanced troubleshooting with remote assistance tools such as Citrix, RCN, Fast Access, and Web VPN
- Customer Service:
- Communicate with employees and contractors using professionalism, tact, and diplomacy to answer support calls
- Coordinate with vendors on items that require escalation to Tier III support
- Prepare training materials for service desk staff and participate in the Problem Management process for repetitive error conditions
- Preferred:
- ServiceNow use and reporting experience
- Experience with Automated Call Distribution systems
- Advanced knowledge of Office365, Visio, and Adobe Acrobat
- ITIL v3 Foundations certification
- Experience with business application training, troubleshooting, and user acceptance testing
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What We Do
Today’s government agencies must continually evolve to keep pace with the dynamic and rapidly changing technology landscape. To ensure continual innovation and improvement, these agencies must be able to anticipate all future needs while embracing technological advancements. At KeenLogic, we create value through differentiation, innovation, and technology to drive high-quality enterprise IT services such as help desk as a service — for government customers. We combine the latest states of “what is” with an unrealized yet needed version of “what could be.” KeenLogic operates two distinct lines of business: (1) Enterprise IT Services (Helpdesk/Service Desk) (2) Network/Internet Services (Fixed-Wireless Microwave Broadband) We have a 10-year track record of high-quality performance and service delivery and a reputation for taking exceptional care of our team. The company is well funded and capitalized to support new project ramp-up and overhead costs, has a highly experienced executive and management team, and a board of directors with over 20 years of management and operations experience. We aim to provide the highest standard of customer service to government agencies by leveraging a corporate foundation that is built on CMMI Level III business processes, leadership, and financial strength. Key attributes: • 10-year history of providing quality, customer-focused IT solutions • Excellent past performance and track record • 95% employee retention rate • Small business agility with large business resources • Secret facility clearance • Well capitalized for project ramp-up • KeenLogic is a reputed enterprise IT services and help desk solutions provider that answers today’s problems while anticipating the needs of tomorrow.
