Service Desk Analyst/ w Poly

Bigbear.ai•Columbia, MD

1d•Onsite

About The Position

BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt 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.

Requirements

Bachelor’s degree in relevant field (i.e., Information Systems, Software Engineering)
5-8 years of experience
Clearance:TS/SCI w/ Poly
Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
Ability to communicate technical information in a clear and understandable manner is crucial
Proven problem-solving skills to identify issues, analyze data, and make informed decisions
Experience with JIRA ticketing process and reporting capabilities or similar service desk software

Nice To Haves

Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired
Basic understanding of relational databases desired
Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired

Responsibilities

Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
Provide clear, friendly and effective communication to assist users to resolve their issues
Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
Escalate issues to higher-level support, if necessary
Record and track incidents and service requests using the Jira ticketing system
Ensure that 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 be able to troubleshoot issues in a timely manner
Remain up-to-date with technology trends and advancements to contribute to process improvement
Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team
Work closely with other team members, such as system administrators and application developers, to address complex issues