Position Title: ABC - Operations Support Analyst
Location: Richmond, VA
Position Type: Contract
Work Mode: Hybrid (3 days in-office in Mechanicsville, VA, 2 days remote)
Interview Process: Video only
Position Duration: Long Term
Salary/Rate: Market Rate
Job Description:
This role involves Tier 1 Help Desk operations, monitoring customer support activities, including emails and phone calls.
- Initial hours: Monday - Friday, 8 AM - 5 PM during training.
- Post-training hours may include night/weekend shifts, but primary focus remains on 8 AM - 5 PM.
Key Responsibilities:
- Resolve technical/procedural issues and escalate as needed.
- Respond to technical support requests via phone, email, and tickets.
- Document, track, and monitor issues to ensure timely resolution.
- Follow Standard Operating Procedures (SOPs).
- Provide accurate status updates and time management reports.
- Work independently and in a team environment, proactively and with minimal supervision.
- Be customer-service oriented, flexible, and able to adapt to changes.
Minimum Qualifications and Skills:
- 2+ years of technical customer service experience or equivalent education.
- Strong technical problem resolution and communication skills.
- Ability to work in a dynamic environment, including flexible shifts (nights/weekends/holidays).
- Solid understanding of computer systems (hardware, software, networks) and problem-solving skills.
Preferred Qualifications:
- Degree in a relevant field or equivalent IT support experience.
- ITIL certification is preferred.
- Network+, A+, or Security+ certification is a plus.
- Experience with ticketing systems, preferably ServiceNow.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
- Help desk: 2 years (Preferred)
- Windows: 2 years (Preferred)
Work Location: In person
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