Help Desk Analyst

Help Desk Analyst

Requirements

• Bachelors degree and 5 years of experience providing Tier 1 or above help desk support in IT operations or HS and 9 years experience
• Professional customer service and communication skills
• Exceptional telephone, email and in-person etiquette
• Proficient using Microsoft Office Suite, in particular MS Excel and MS Word
• Familiar with Microsoft Teams
• Able to work 6:00 AM-9:00 PM (EST) shifts
• U.S. Citizenship is required
• Must be able to obtain and maintain a Public Trust clearance

Responsibilities

• Remain available to field incoming phone calls from end users
• Carry out onboarding and offboarding tasks for internal and external personnel (end users, and backend model developers and edit developers)
• Triage incoming tickets and resolve as equipped, or escalate to appropriate FPS team for resolution
• Documenting all tasks conducts via comments/work notes in ServiceNow (SNOW) and or Jira tickets
• Draft knowledge-based articles (KBAs) for review by the Help Desk Manager
• Periodically review existing KBAs for accuracy
• Communicate patching notices to internal and external stakeholders
• Post System Messages to the UI for System Releases and Models Release as well as any other planned downtime.
• Communicate unplanned outage notices to internal and external stakeholders
• Support internal personnel access and troubleshooting requests
• Maintain all current email rosters for communications
• Maintain inventory of all Amazon WorkSpaces and report to DASG/DISM monthly
• Contribute to the reporting of all Help Desk Service Level Agreements (SLAs) for Tier 1-3 and onboarding
• Smoke test the FPS user interface (UI), Amazon WorkSpaces, Databricks and Snowflake daily
• Escalate all Severity outages with highest priority and send out a triage bridge meeting for internal team to attend for troubleshooting
• Communicate all identified Severity outages to DASG/DISM within 15 minutes of identification
• Manage access for end users using the CMS IDM Okta Admin console for group member management
• Manage access for backend users using the Amazon WorkSpace console to create new machines and manage existing machines

Preferred Qualifications

• Well organized and efficient with exceptional judgment, problem-solving and decision-making skills