Dice is the leading career destination for tech experts at every stage of their careers. Our client, Global CI, is seeking the following. Apply via Dice today! Afternoon shift will be from 2:30pm-10:00pm or 1:30-9:00pm. Actual work hours to be finalized by the CCaaS Service Manager. Key Required Skills: Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting. Position Description: An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon s cloud-based contact center platform. The day-to-day responsibilities typically include: Responding to Support Requests Answering user inquiries via phone, email, chat and ServiceNow tickets Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams Create, modify, and remove user accounts in AWS Connect and related systems. Manage permissions, roles, and access controls for agents and supervisors Assist with helping users obtain system access in training sessions. Participate in various tasks and projects as needed Troubleshooting and Problem Resolution Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations. Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance Follow up on unresolved tickets to ensure full resolution and user satisfaction. Contribute to updating knowledge base articles based on recurring issues. Escalation and Coordination As a Tier 2, will be receiving Tier 1 escalations Coordinate with Tier 3, as needed, to get ticket resolution Skills Requirements: Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree. 3+ years of Help Desk/Desktop support experience. 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite. 2 years of experience providing Tier 2 IT support services to customers. 2 years of experience using an IT Service Manager application for logging tickets and requests. Must have strong communication and customer service skills. Good Interpersonal skills that demonstrate the ability to communicate with customers. Experience with using ServiceNow IT Service Management. Excellent communication and interpersonal skills with the ability to collaborate effectively with customers. Flexible and positive attitude with interest in learning new technical skills. Strong problem-solving skills and the ability to work in a fast-paced environment. Strong understanding of IVR terminology and services. Provide guidance and mentor Tier 1 Support Analysts. Prior Federal government experience. #J-18808-Ljbffr