Service Desk Analyst​/w Poly

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.

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.

• Bachelor’s degree in a relevant field (e.g., Information Systems, Software Engineering).
• 5‑8 years of experience.
• Clearance: TS/SCI with 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.

• 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.

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 Big Bear.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. For more information, visit (Use the "Apply for this Job" box below). and follow Big Bear.ai

on Linked In:  and X: @Big Bearai.

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