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Positions: Service Desk Analysts and Service Desk Leads

Location: HYBRID - 3 Days Onsite

Duration: 3-6 Month Contract to Hire (1.5+ years left on the contract)

If interested, please send: Updated WORD resume, preferred role AND shift, and best time to speak!

MUST HAVES:

• Citizen | Ability to Obtain and DHS Public Trust (HEAVY Financial & Criminal Check 7 years back) - 1-3 Month Process
• Analyst: BS & 3 yrs OR AS & 5 yrs OR No Degree & 8 years (Strict Requirement)
• Lead: BS & 6 yrs OR AS & 8yrs OR No Degree & 10yrs (Strict Requirement)

**Weekend Work Will be Remote**

Tier 1/2 Service Desk Analyst (6 OPENINGS):

Must Haves: Tier 1/2 Service Desk Experience (no Tier 3), ITSM/ITIL experience, Azure experience/exposure

• Weekend Shift Service Desk Analysts (3 OPENINGS) Pay Ray: $33.50/hr.
• Saturday AND Sunday 8-12 hr shifts (M-F they can chose their days/hours for a 40 hour week)
• Weekday Shift Service Desk Analysts (3 OPENINGS) Pay Ray: $31.50/hr.
• Tentative Shifts (subject to change):
• 6am-3pm M-F, 7am-4pm M-F
• 8am-5pm M-F, 10am-7pm M-F
• 1pm-10pm M-F

Daily Responsibilities:

• Serve as first contact for CISA users submitting inquiries and issues via multiple channels, including phone, web chat, email, and ticketing.
• Demonstrate sound customer service and telephone etiquette in responding to customer calls or inquiries for service and support.
• Analyze and resolve complex service requests and incidents that have been escalated by the junior level analysts.
• Leverage remote control technology (such as BOMGAR) while troubleshooting desktop and laptop problems.
• Utilize advanced technical skills and experience to analyze and resolve technical issues and tasks.
• Manage user accounts via Active Directory console

Service Desk Lead (3 OPENINGS):

Must Haves: Ability to meet SLAs, Lead a 5-6 person team, Active Directory, Automatic Call Distribution (ACD) systems and ServiceNow ITSM, proficient in Microsoft windows 10 and office 365

Shifts

• 6am-2:30pm M-F, 9am-5:30pm M-F, 1pm- 9:30pm M-F (with oversight of the night and weekend staff)

Responsibilities:

• Accountable for performance of service desk technicians on designated shift
• Leverage technical background to guide troubleshooting and incident management of technicians as necessary
• Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all SLAs
• Interface with customers and other vendors for communicating status of operations
• Resolve escalations and complex issues in a timely and efficient manner
• Inform management in a timely manner of any customer or technical issues.
• Responsible for supervising, motivating, developing, and directing a team of technicians
• Responsible for performance reviews and timesheets of assigned technicians.
• Working with Service Desk Manager to ensure deliverables are completed on time
• Monitor Service Desk tickets to ensure Service Levels are met