CCaaS Tier 1 Support Analyst

Security Clearance: Must be able to obtain and maintain a Public Trust

Location: Woodlawn, MD

Job Type: Full-Time

Target Salary Range*: $50,000 - $69,000

This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

There is one shift. Afternoon shift will be staggered from 2:30pm-10:00pm.

IT Help Desk support experience, familiarity with using Service Now as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.

• Answer the CCaaS 800 Number support line to log issues and requests in Service Now IT Service Manager.
• Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents.
• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
• Triage requests to ensure accurate transfers and escalation of customer requests or issues.
• Help build and develop continuous process improvement.
• 2 years of experience providing Tier 1 IT support services to customers.
• 2 years of experience working with laptops running Microsoft Windows OS and Office
  365 suite.
• 1 year of experience using an IT Service Manager application for logging tickets and requests.
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience, or 7+ years of experience in lieu of a degree.

• Experience with using Service Now IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Flexible and positive attitude with interest in learning new technical skills. Strong problem-solving skills and the ability to work in a fast-paced environment.
• Strong understanding of IVR terminology and services.
• High level of organization, reliability, and independence.
• Passion and understanding of technology.

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.
• Prior Federal government experience.