CCaaS Tier 1 Support Analyst

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

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

Position Description:

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

• Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow 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.
• All other duties as assigned or directed.​

Skills Requirements:

FOUNDATION FOR SUCCESS (Basic Qualifications)

• 2 years of experience providing Tier 1 IT support services to customers.
• 2 years of experience working with laptops running Microsoft Windows OS and Office365 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. 

*** Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday. 
*** There is one shift.  Afternoon shift will be staggered from 2:30pm-10:00pm.

FACTORS TO HELP YOU SHINE (Required Skills)
These skills will help you succeed in this position:

• 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 ServiceNow 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. 
• Must be able to obtain and maintain a Public Trust. Contract requirement.

• HOW TO STAND OUT FROM THE CROWD (Desired Skills)
  Showcase your knowledge of modern development through the following experience or skills:

  • ​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.​

• Education:
   

  • ​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. 
  Must be able to obtain and maintain a Public Trust. Contract requirement.