Service Desk Analyst - Poly

Bigbear.ai•Columbia, MD

23d•Onsite

About The Position

BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt, effective solutions to ensure smooth operations and customer satisfaction. This position supports a high-visibility project for a data analytics team on-site at a customer facility. The ideal candidate will have strong communication and problem-solving skills, as well as a customer-focused mindset.

Requirements

Bachelor’s degree in a relevant field (e.g., Information Systems, Software Engineering).
5–8 years of experience in a service desk or technical support role.
Clearance: TS/SCI with Polygraph (required).
Excellent interpersonal and customer service skills to provide effective and courteous support to end-users.
Strong verbal and written communication skills to troubleshoot and explain technical issues to customers at various levels within the organization.
Proven problem-solving skills to identify issues, analyze data, and make informed decisions.
Experience with Jira ticketing systems or similar service desk software, including reporting capabilities.

Nice To Haves

Basic understanding of business intelligence suites (e.g., Tableau, Power BI, COGNOS).
Basic understanding of relational databases.
Familiarity with reporting and analysis tools (e.g., Power BI, Tableau, Jupyter Notebooks, Python, R).

Responsibilities

Respond to incoming requests, inquiries, and technical issues from end-users through various channels (e.g., phone calls, instant messaging, Jira ticketing system).
Provide clear, friendly, and effective communication to assist users in resolving their issues.
Troubleshoot end-user issues by diagnosing root causes and providing appropriate solutions.
Escalate complex issues to higher-level support teams when necessary.
Record and track incidents and service requests using the Jira ticketing system.
Ensure issues are properly documented, categorized, prioritized, and resolved within defined Service Level Agreements (SLAs).
Maintain a strong understanding of the organization’s infrastructure, systems, applications, and processes to troubleshoot issues efficiently.
Stay up-to-date with technology trends and advancements to contribute to process improvements.
Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and share best practices with the team.
Collaborate with other team members, such as system administrators and application developers, to address complex issues.