Position Details
It Help Desk Analyst Operations Support Apply
Job Title: IT Help Desk Analyst / Operations Support Analyst (Hybrid)
Location: Mechanicsville, VA
Duration: 6 Months
Job Type: 1099 / Contract W2
Rate: $30/hr on 1099
Interview Type: In-Person Only
Client: State of Virginia (Virginia Information Technology Agency)
Note:
Initially position will be Onsite during training.
Initial schedule will be ON SITE Monday - Friday 8AM to 5PM through training. Then will be converted to Hybrid
The position requires candidates to work weekend/night shifts occasionally.
Job Description:
This role has a flexible hybrid schedule following ABC's policy of in the office in Mechanicsville, VA, three days in office, two days remote. Subject to change at any time.
Candidates must follow ABC's policies and protocols.
Essential Job Functions:
Candidates must follow ABC's policies and protocols.
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 experience/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).
Required/Desired Skills
| 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 | 0 | |
| Degree in Relevant Field or equivalent experience in IT Support | Nice to have | 0 | |
| Strong communication skills, creative problem solving, highly organized | Required | 0 |
Recruiter Details:
Recruiter Name: Anjali at gsksolutions dot com
Contact Number: Eight three two- Two one nine-Three two six three
About GSK Solutions Inc:
GSK Solutions Inc is a leading information technology (IT) Services Company that specializes in providing complete consulting solutions and staff augmentation to its clients. We provide on-time, on-budget, and quality service to our clients and consistently meet their expectations. We are known for our superior execution on a sustained basis.
GSK has been in the business of providing both commercial and custom product development services, including, Information Security, Software Development, Consulting and IT Audit. GSK implements highly critical and time-sensitive projects for their Fortune 500 clients located across the country.
