Support Center Analyst
DecisionPoint | Cortek•Lakewood, CO
•$50,000 - $52,000•Remote
About The Position
DecisionPoint is seeking a Support Center Analyst as a full-time position to provide end-user support to the Department of Interior, Bureau of Land Management (BLM) Information Technology Operation Support Services. This role is largely responsible for providing operational support services to the organization. This position is fully remote - preferred candidates local to Denver, CO.
Requirements
- High School Diploma
- A minimum 1 years of experience
- Must be able to evaluate approved security product capabilities and develop solutions
- Ability to obtain a Public Trust
Responsibilities
- Provide end-user support to the Department of Interior, Bureau of Land Management (BLM) Information Technology Operation Support Services.
- Provide operational support services to the organization.
- Provide remote computer support.
- Own, track, and resolve Information Technology (IT) incidents and requests.
- Fulfill requests and resolve incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs.
- Respond to alerts and escalations and work with both user and IT support groups to come up with strategic solutions to recurring problems.
- Provide Tier I and Tier II onsite and remote (desktop level) support and basic network troubleshooting support.
- Provide knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Knowledge Centered Support (KCS) principles, the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions for service request resolution.
- Follow Total Contact Ownership methodology.
- Place/Track trouble calls to other service providers.
- Create, modify, or deactivate user accounts.
- Develop and maintain operational & knowledge management documentation in the Help Desk Tier 1 document management system.
- Respond to all assigned calls and messages in order of urgency.
Benefits
- Medical
- Dental
- Vision
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- 401(k) Match
- Health Savings Account
- Flexible Spending Account
- Training Reimbursement
- Education Assistance
- Paid Time Off
- Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
