Help Desk Analyst

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SUMMARY
Global Technical Services, LLC, a **MEMBERS ONLY**SIGN UP NOW***. company, is seeking an experienced Help Desk Analyst responsible for inquiry or issue documentation, providing immediate feedback to customer, escalating inquiries/issues to the appropriate party for resolution. 
ESSENTIAL DUTIES & RESPONSIBILITIES
The Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position and are
not
intended to reflect all duties performed within the job. Other duties may be assigned.
Resolve end user inquiries via phone and email and work with the end user remotely to solve their needs.
Respond, research, accurately troubleshoot and decipher problems by asking probing questions and utilizing available resources.
Log all tasks in a ticketing system; work tickets until completion and always keep the client informed of progress.
Document detailed descriptions of problems and resolutions in ticket queue.
Assist users with issues regarding BLADE and the Data Analytics as a Service Platform.
QUALIFICATIONS - EXPERIENCE, EDUCATION AND CERTIFICATION
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required (Minimum) Qualifications
3 years’ experience with technical help desk and/or Customer service center
US citizenship
Ability to attain a Department of Defense SECRET clearance
Knowledge, Skills, Abilities, and Other Characteristics
Positive, professional, team player attitude.
Strong work ethic and ability to self-motivate.
Ability to organize and prioritize work in a fast-paced, changing environment.
Excellent verbal and written communication skills to interact and communicate with individuals at all levels of the organization.
Ability to research and effectively prepare training materials as needed.
Preferred
Bachelor’s degree, preferably in computer science or related major
Experience with Agile development operations (DevOps)
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must maintain a constant state of mental alertness at all times. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job. 
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system. The work described herein is primarily a modern office setting. Occasional travel may be required.
SUPERVISORY RESPONSIBILITIES
Non-supervisory
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, may be required to pass a pre-employment drug screening, as well as have acceptable reference and background check results to obtain access to military base. Must have reliable transportation to/from work a necessity and must be able to obtain access to military installations.
Shareholder Preference.
 BSNC gives hiring, promotion, training and retention preference to BSNC shareholders, shareholder descendants and shareholder spouses who meet the minimum qualifications for the job.
**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity/ AA/ Male/ Female/ Disability/ Vets employer.
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.
# of Vacancies
1

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