Delivery Analyst
About The Position
The Customer Support Representative provides 24/7/365 customer-centered IT support as the first point of contact for all user issues. Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure. They identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes. This role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.
Requirements
- Minimum 4 years performing IT customer support role/responsibilities
- Ability to obtain a Public Trust clearance
Nice To Haves
- Bachelor's degree
Responsibilities
- In-depth knowledge of IT service desk operations
- Expertise in ticket resolution and escalation
- Strong customer service and communication skills
- Ability to identify and resolve recurring issues
- Analytical skills
- Omnichannel Support
Benefits
- medical
- dental
- vision insurance
- flexible spending or health savings account
- life and AD&D insurance
- short and long term disability coverage
- paid time off
- employee assistance
- participation in a 401k program with company match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
