Skills

Communication ServiceNow Problem-solving Attention to detail Windows Organization AWS Process Improvement

Job Specifications

Security Clearance: Must be able to obtain and maintain a Public Trust

Location: Woodlawn, MD

Job Type: Full-Time

Target Salary Range*: $50,000 - $69,000.

This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview

There is one shift. Afternoon shift will be staggered from 2:30pm-10:00pm.

IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.

Key Responsibilities

Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager.
Provide Tier 1 support of the CCaaS (AWS Connect) application to SSA customer agents.
Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.
Triage requests to ensure accurate transfers and escalation of customer requests or issues.
Help build and develop continuous process improvement.
2 years of experience providing Tier 1 IT support services to customers.
2 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
1 year of experience using an IT Service Manager application for logging tickets and requests.
Good Interpersonal skills that demonstrate the ability to communicate with customers.

Qualifications

Education:

Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.

Experience

Experience with using ServiceNow IT Service Management.
Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
Flexible and positive attitude with interest in learning new technical skills. Strong problem-solving skills and the ability to work in a fast-paced environment.
Strong understanding of IVR terminology and services.
High level of organization, reliability, and independence.
Passion and understanding of technology.

Preferred Qualifications

Strong written and verbal communication; ability to engage customers and respond effectively to questions.
Self-starter, highly motivated individual who adapts to a dynamic work environment.
Strong attention to detail with an ability to operate effectively across multiple priorities.
Prior Federal government experience.?

About the Company

The Amatriot Group (formerly Government Tactical Solutions) is a talent solutions firm built on almost 15 years of experience delivering mission-critical support to the intelligence, defense, and national security sectors of the federal government. With a proven track record in the defense and intelligence communities, Amatriot brings the expertise and agility needed to rapidly fill gaps and provide customizable solutions to the most complex, secure environments. Our speed-to-market approach ensures vacancies are filled both... Know more