Support Center Analyst

DecisionPoint | Cortek•Lakewood, CO

54d•$24 - $27•Onsite

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 onsite in Denver, CO. No application window deadline.

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

Remote computer support
Owning, tracking and resolving Information Technology (IT) incidents and requests
Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
Providing Tier I and Tier II onsite and remote (desktop level) support and basic network troubleshooting support.
Providing 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. Following Total Contact Ownership methodology.
Placing/Tracking trouble calls to other service providers.
Creating, modifying, or deactivating user accounts.
Developing and maintaining operational & knowledge management documentation in the Help Desk Tier 1 document management system.
Responding to all assigned calls and messages in order of urgency
Following Total Contact Ownership methodology.