Offer summary

Qualifications:

Bachelor’s degree with 3+ years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles., 3+ years of experience providing phone and/or in-person support for business applications., Experience with ITSM tools such as ServiceNow and Microsoft Office 365, along with a strong understanding of desktop environments and networks., 2+ years of Asset Management and ITIL Service Management experience..

Key responsabilities:

Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolution.

Perform aging analysis and audits to ensure ticketing standards are met and service levels are maintained.

Analyze client business applications and provide Tier I/II support for custom business applications, including diagnosis and remediation.

Communicate with employees and contractors professionally to answer support calls and coordinate with vendors for escalated issues.

Job description

Job Title: ITSM Queue Manager/Analyst
Location: Alexandria, VA (Remote, Full-Time, M-F)
Overview:
KeenLogic is seeking a talented and self-motivated individual to ﬁll the role of ITSM Queue Manager/Analyst with the National Science Foundation. This position involves working in a challenging, consultative, and collaborative team environment, providing support and management services to ensure the eﬀective resolution of end-user concerns and the eﬃcient operation of IT systems.

Required Qualiﬁcations:

US citizen
Bachelor’s degree with 3+ years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles
3+ years of experience providing phone and/or in-person support for business applications
Experience working with ITSM tools such as ServiceNow or equivalent, and supporting high- priority tickets
Experience with Microsoft Oﬃce 365, Visio, Adobe Acrobat, and a strong understanding of desktop environments, local area networks, telephony, voice, mobile phones, and apps
2+ years of Asset Management
ITIL Service Management

Responsibilities:

Queue Management:
- Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolution
- Perform aging analysis and audits to ensure ticketing standards are met and service levels (SLAs) are maintained
- Coordinate tickets across organizational boundaries and prepare daily and summary reports on Incidents, Change, and Problem tickets
- Escalate tickets with a high degree of recurrence, high severity, or unknown root causes to the Problem Management process

Systems Analysis and Support:
- Analyze client business applications and data to identify, correct, and report malfunctions
- Provide Tier I/II support for custom business applications, including diagnosis, remediation, and performance tuning
- Assist with help desk calls, emails, and in-person support, acting as a liaison between clients and support groups to resolve issues
- Document tickets with detailed information for escalation to Tier III teams, and contribute to knowledge base articles and procedural documentation

Technical Expertise:
- Perform help desk support for a variety of oﬃce automation, telecommunications, and visual information hardware and software
- Set up new user accounts, including enterprise email conﬁguration, and assist clients with account/application technical problems
- Engage in advanced troubleshooting with remote assistance tools such as Citrix, RCN, Fast Access, and Web VPN

Customer Service:
- Communicate with employees and contractors using professionalism, tact, and diplomacy to answer support calls
- Coordinate with vendors on items that require escalation to Tier III support
- Prepare training materials for service desk staﬀ and participate in the Problem Management process for repetitive error conditions

Preferred:
- ServiceNow use and reporting experience
- Experience with Automated Call Distribution systems
- Advanced knowledge of Oﬃce365, Visio, and Adobe Acrobat
- ITIL v3 Foundations certiﬁcation
- Experience with business application training, troubleshooting, and user acceptance testing