Service Desk Analyst

Overview

Remote
Depends on Experience
Contract - W2
Contract - 2 week(s)

Skills

ITOPS_Help Desk
ITOPS_Desktop Support

Job Details

Our government client is looking for an experienced Service Desk Analyst on a remote 12+ months renewable contract role in Raleigh, NC.

Position: Service Desk Analyst | REMOTE
***This is a remote position. However, the candidate must currently live in NC and stay in NC for the duration of the engagement.
W2 RATE - $34/hr


Job Overview:
The Service Support Analyst role will be part of the Incident Management and Change Management effort handling incidents by assisting the agency Manager/Supervisor, providing seamless business support in FACS and executing the Service Level Agreement (SLA) for FACS operations and maintenance. The focus will be to address the Customer’s immediate business and assist with the triage & resolution of incidents. This position will be part of the Agency Planning, Analysis, Solution Design, and Implementation, and support continuous technical application integrations, software maintenance and application support leadership across the application tiers (System Integration, QC (UAT) & Production) for the Building Services Unit supporting the Division of Highway’s Facilities Maintenance Business Area. This resource will assist the Enterprise Services Manager/Supervisor with:

  • Support all Operations and Maintenance activities
  • Support the technical work efforts and ensure customer deliverables are met
  • Provide support with the delivery of software solutions for our business stakeholders utilizing the Software Development Life cycle methodology (SDLC)
  • Contribute to system documentation that supports the designed application from initiation to implementation
  • Support the testing of FACS solutions by serving as a tester
The Service Support Analyst position will also serve the application support team, testing the operations and maintenance initiatives. This position will work on various work streams focusing on the agency business areas as well as any other initiatives defined by the Enterprise Services Manager/Supervisor. The resource will be expected to document technical initiatives across agency and agency in various capacities:
  • Work cross-functionally and collaborate with other IT disciplines to primarily coordinate all incident management and some portion of change management functions across the application tiers
  • Support all Operations and Maintenance initiatives and assist the Incident Lead with the delivery of software solutions
  • Investigate problems and other requests for the application support team to determine appropriate actions to be taken to solve these problems
  • Contribute with the creation of site-specific help guides like Knowledge Base (KB) articles in ServiceNow
  • Provide support for the testing and training for User Acceptance with business partners
  • Contribute to test materials required to satisfy business requirements including test strategy, test cases, defect reports and test summary
  • Communicate and provide status on work progress
     
Minimum Education and Experience Preferred:
Bachelor's degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and three years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.
(OR)
Associate degree in computer science or an IT related field or related technical degree from an appropriately accredited institution and four+ years of progressive experience in a distributed software services and working across enterprise software environment(s) or equivalent.
(OR)
High School or General Education Development (GED) diploma and seven+ years of experience in a distributed software services and working across enterprise software environment(s) or equivalent; or an equivalent combination of education and experience

Required/Desired Experience:
  • 3 Years of Good understanding/knowledge of all applications development, maintenance and support across an IT enterprise Highly desired
  • 3 Years of IT experience in a distributed client/server or web services environment or equivalent experience in the IT Profession Highly desired
  • 3 Years of Service/Help desk experience/knowledge for software support with the preference of ServiceNow or an equivalent software solution Highly desired
  • 3 Years of Ability to create and maintain required documentation. This includes documenting customer requirements, design flows and systems flows Desired
  • 3 Years of Understanding of the Best practices and standards for application processes and security measures to prepare documentation Desired
  • 3 Years of Knowledge of specialized computer programming languages; and of coding processes and security measures. Highly desired
  • 3 Years of Ability to evaluate and analyze existing applications and define problems effectively to make recommendations Highly desired
  • 3 Years of Under the direct supervision of the IT Manager/Supervisor, provides support and assistance to users in the use of hardware, application s/w, n/w, etc. Desired
  • 3 Years of Support network administration (including hardware and software installation, configuration) as necessary to improve and maintain the IT Systems Desired
  • 3 Years of Written and verbal communications are clear, concise and achieve intended objectives contributing to Knowledge Base and Technical Document Highly desired
  • 3 Years of Provide both on site and telephone support assistance to systems, equipment, and end users; focus on end-user’s support, routine maintenance Desired
  • 3 Years of Basic Knowledge and understanding of software code maintenance, configuration review and SDLC Desired
  • 3 Years of Basic Knowledge of SQL Server with the ability of writing SQL queries to perform data extracts Desired
  • 3 Years of Basic Knowledge of office applications (i.e., MS Excel, MS Word, MS Project, MS Visio, and PowerPoint) Highly desired
  • 3 Years of Written and verbal communications are clear, concise and achieve intended objectives Highly desired


About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability, and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY

“Celebrating 30 years of service.”
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