GovCIO is currently hiring for a Triage Analyst to support our client’s contract needs. This position involves providing technical support, diagnosing and resolving issues, and handling support requests while ensuring customer satisfaction.
Responsibilities
- Triage tickets, answer phone calls, and create tickets for customers’ issues. Help resolve what you can within a 15-minute period or pass onto a higher-tier team at the Service Desk
- Respond to customer questions and troubleshooting technical issues related to hardware, software, and network problems
- Perform system administration duties, including (looking users up in Active Directory
- Ask questions, use problem-solving skills, and document all work details in the tickets to help find the root cause of problems for the higher tiers
- Serve as the primary contact for users, documenting and logging all calls and issues in trouble ticketing system
- Report significant or recurring issues to higher-level support teams (Tier 2 or Team Lead)
- Walk customers using our products or systems and provide follow-up communication to ensure resolution
Skills
- High School diploma with 0-3 yrs experience
- Proficiency in operating systems (Windows)
- Knowledge of Microsoft software applications such as Outlook, TEAMS, and OneDrive
- Knowledge of troubleshooting Adobe issues
- Knowledge of Microsoft Application Suite
- Knowledge of EDMS and Active Directory
- Knowledge of Sharepoint
- Ability to diagnose and resolve Tier 0/1 issues efficiently
- Ability to follow previously defined troubleshooting processes
- Excellent verbal and written communication skills to explain technical issues clearly to non-technical users
- Patience and empathy to provide top-notch service and ensure customer satisfaction
- Ability to prioritize tasks and handle multiple tickets simultaneously to meet service level agreements (SLAs)
- Ability to work independently and as part of a team
- Must have Comptia A+ or Network+, or equivalent
- An active Secret clearance is required
- Experience with SNOW and ticketing software is preferred
Benefits
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance*
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment
Company Overview
GovCIO is a business consulting firm that focuses on cyber security, digital, data, management and mission services, and IT services. It was founded in 2010, and is headquartered in Fairfax, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://govcio.com.