Service Desk Analyst​/w Poly Security Clearance

Position: Service Desk Analyst/ w Poly with Security Clearance
Overview Big Bear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility. What you will do User Support
* Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
* Provide clear, friendly and effective communication to assist users to resolve their issues Issue Resolution
* Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
* Escalate issues to higher-level support, if necessary Incident Management
* Record and track incidents and service requests using the Jira ticketing system
* Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs) Technical Knowledge
* Maintain a strong understanding of the organization's infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
* Remain up-to-date with technology trends and advancements to contribute to process improvement Documentation and Knowledge Base
* Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team Collaboration
* Work closely with other team members, such as system administrators and application developers, to address complex issues What you need to have
* Bachelor's degree in relevant field (i.e., Information Systems, Software Engineering)
* 5-8 years of experience
* Clearance:

TS/SCI w/ Poly
* Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
* Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
* Ability to communicate technical information in a clear and understandable manner is crucial
* Proven problem-solving skills to identify issues, analyze data, and make informed decisions
* Experience with JIRA ticketing process and reporting capabilities or similar service desk software What we'd like you to have
* Basic understanding of business intelligence suites (Tableau, Power

BI, COGNOS, etc.) desired
* Basic understanding of relational databases desired
* Basic understanding of reporting/analysis tools (Power

BI, Tableau, Jupyter Notebooks, Python, R) desired About Big Bear.ai Big Bear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, Big Bear.ai is a public company traded on the NYSE under the symbol BBAI.

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Bear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.