IT Customer Support AnalystPermanent
Maryland, Gaithersburg - 20899Job Simplification
The announced job offer is made public by the firm: Dakota Consulting, Inc. and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Maryland at the city Gaithersburg, in the country US - at this current ZipCode: 20899
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Job Overview
GBS Dakota IT (), an 8(a) joint venture between two small businesses, GBS Solutions Corporation (GBS) and Dakota Consulting, Inc. GBS () is a 100% Minority Owned Small Business, SBA 8(a) Certified, Small Disadvantaged Business (SDB) that provides superior technical and analytical personnel who are proficient in research, analysis, and training. Dakota () delivers the highest quality, innovative business, and technical solutions. Together, our team delivers cost-effective, world-class IT and business solutions that consistently exceed customer expectations in all areas.
We are actively recruiting for an IT Customer Support Analyst to support the IT and Financial Service Desk support services program of the National Institute of Standards and Technology's (NIST) Office of Information Systems Management (OISM) Customer Access and Support Division (CASD). The place of performance for this position will be on-site at NIST headquarters in Gaithersburg, Maryland. Public Trust Clearance Required.
Job Functions
Provides customer-facing support in a team-based center environment.
Perform password reset, onboarding tasks, new account creations, and credential hand off.
Ability to work in fast paced environments to quickly adapt to changes.
Carry out Tier 1 tasks with a shift-left service approach.
Perform basic troubleshooting tasks to resolve reported incidents and requests at Tier 1 resulting in increased customer satisfaction and productivity.
Generating ServiceNow tickets and document comprehensive details of the customer environment to escalate to the appropriate support group for resolution.
Advises and assists customers in problem-solving activities using information center tools such as KBs to resolve problems.
Possesses functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, MAC, iOS, Linux, Microsoft suite software, and Android systems.
Communicates, reports, documents, and monitors service disruptions.
Participates in ongoing training to learn new services, policies, and procedures towards continuous improvement efforts for service desk processes and the customer experience.
Self-motivator and initiative driven.
Monitor ticket queues to meet production and quality standards.
Work Service Desk tasks as needed by the Team Lead or Supervisor.
Experience Requirements
At least one year of experience in customer service:
Supporting IT technology and customers of technology in a customer support function.
Assisting with shared drives/mapping drives, resetting passwords, walking customers through basic troubleshooting task, updating credentials, documenting and assigning hardware issues., and educating customers on IT procedures.
Educating customers on IT procedures.
Applying standard operating processes and procedures.
Assisting in providing customers with instructions or information to answer questions, satisfy a request, or solve a problem.
Clearly and accurately document details in call logging and tracking tools of the customer reported issue or request to track customer engagements and capture customer interaction to escalate to the appropriate support group for resolution.
Skills and Abilities
MS Office Suite software (Word, Excel, PowerPoint, Access, Outlook, Teams).
Functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, MAC, iOS, Linux, Microsoft suite software, and Android systems.
ServiceNow functionality and KB searches and creating KBs
Ability to work independently as well as effectively with other team members in face paced environments.
Must be detailed and deadline oriented.
Ability to execute call control to navigate calls in an efficient manner
Relationship management and customer advocacy
Quickly receive information to update and adapt to change.
Excellent customer care skills and abilities effective verbal, written, and listening communication skills are key.
Education / Certification Requirements
Associates degree OR HDI Customer Service Representative Certification OR any ITIL Certification
Public Trust security clearance
Dakota Consulting, Inc. is an Equal Opportunity Employer. AA/M/F/Vet/Disability
XJ6
Job Type: Full-time
Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
Schedule:
8 hour shift
Ability to commute/relocate:
Gaithersburg, MD 20899: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
Do you have an HDI Customer Service Representative Certification or an ITIL Certification?
What is your salary requirement for this position?
Education:
High school or equivalent (Preferred)
Experience:
Help desk: 1 year (Preferred)
Windows: 1 year (Preferred)
Work Location: One location
We are actively recruiting for an IT Customer Support Analyst to support the IT and Financial Service Desk support services program of the National Institute of Standards and Technology's (NIST) Office of Information Systems Management (OISM) Customer Access and Support Division (CASD). The place of performance for this position will be on-site at NIST headquarters in Gaithersburg, Maryland. Public Trust Clearance Required.
Job Functions
Provides customer-facing support in a team-based center environment.
Perform password reset, onboarding tasks, new account creations, and credential hand off.
Ability to work in fast paced environments to quickly adapt to changes.
Carry out Tier 1 tasks with a shift-left service approach.
Perform basic troubleshooting tasks to resolve reported incidents and requests at Tier 1 resulting in increased customer satisfaction and productivity.
Generating ServiceNow tickets and document comprehensive details of the customer environment to escalate to the appropriate support group for resolution.
Advises and assists customers in problem-solving activities using information center tools such as KBs to resolve problems.
Possesses functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, MAC, iOS, Linux, Microsoft suite software, and Android systems.
Communicates, reports, documents, and monitors service disruptions.
Participates in ongoing training to learn new services, policies, and procedures towards continuous improvement efforts for service desk processes and the customer experience.
Self-motivator and initiative driven.
Monitor ticket queues to meet production and quality standards.
Work Service Desk tasks as needed by the Team Lead or Supervisor.
Experience Requirements
At least one year of experience in customer service:
Supporting IT technology and customers of technology in a customer support function.
Assisting with shared drives/mapping drives, resetting passwords, walking customers through basic troubleshooting task, updating credentials, documenting and assigning hardware issues., and educating customers on IT procedures.
Educating customers on IT procedures.
Applying standard operating processes and procedures.
Assisting in providing customers with instructions or information to answer questions, satisfy a request, or solve a problem.
Clearly and accurately document details in call logging and tracking tools of the customer reported issue or request to track customer engagements and capture customer interaction to escalate to the appropriate support group for resolution.
Skills and Abilities
MS Office Suite software (Word, Excel, PowerPoint, Access, Outlook, Teams).
Functional knowledge and understanding of IT products and services to deliver solutions to customer inquiries on current and future products with emphasis on products in production, including Windows, MAC, iOS, Linux, Microsoft suite software, and Android systems.
ServiceNow functionality and KB searches and creating KBs
Ability to work independently as well as effectively with other team members in face paced environments.
Must be detailed and deadline oriented.
Ability to execute call control to navigate calls in an efficient manner
Relationship management and customer advocacy
Quickly receive information to update and adapt to change.
Excellent customer care skills and abilities effective verbal, written, and listening communication skills are key.
Education / Certification Requirements
Associates degree OR HDI Customer Service Representative Certification OR any ITIL Certification
Public Trust security clearance
Dakota Consulting, Inc. is an Equal Opportunity Employer. AA/M/F/Vet/Disability
XJ6
Job Type: Full-time
Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Tuition reimbursement
Vision insurance
Schedule:
8 hour shift
Ability to commute/relocate:
Gaithersburg, MD 20899: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
Do you have an HDI Customer Service Representative Certification or an ITIL Certification?
What is your salary requirement for this position?
Education:
High school or equivalent (Preferred)
Experience:
Help desk: 1 year (Preferred)
Windows: 1 year (Preferred)
Work Location: One location
Employer Overview
Dakota Consulting, Inc.
Maryland, Gaithersburg - 20899- Agency