Help Desk Analyst
Help Desk Analyst
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Job Description
Responsibilities
The role of the FPS Help Desk Analyst is to provide Tier 1 3 support to end users model developers and edit developer as well as supporting the FPS internal team.
What youll do:
- Remain available to field incoming phone calls from end users
- Carry out onboarding and offboarding tasks for internal and external personnel (end users and backend model developers and edit developers)
- Triage incoming tickets and resolve as equipped or escalate to appropriate FPS team for resolution
- Documenting all tasks conducts via comments/work notes in ServiceNow (SNOW) and or Jira tickets
- Draft knowledgebased articles (KBAs) for review by the Help Desk Manager
- Periodically review existing KBAs for accuracy
- Communicate patching notices to internal and external stakeholders
- Post System Messages to the UI for System Releases and Models Release as well as any other planned downtime.
- Communicate unplanned outage notices to internal and external stakeholders
- Support internal personnel access and troubleshooting requests
- Maintain all current email rosters for communications
- Maintain inventory of all Amazon WorkSpaces and report to DASG/DISM monthly
- Contribute to the reporting of all Help Desk Service Level Agreements (SLAs) for Tier 13 and onboarding
- Smoke test the FPS user interface (UI) Amazon WorkSpaces Databricks and Snowflake daily
- Escalate all Severity outages with highest priority and send out a triage bridge meeting for internal team to attend for troubleshooting
- Communicate all identified Severity outages to DASG/DISM within 15 minutes of identification
- Manage access for end users using the CMS IDM Okta Admin console for group member management
- Manage access for backend users using the Amazon WorkSpace console to create new machines and manage existing machines
Expectations of a Help Desk Analyst:
- Perform duties of high quality with little supervision of the Help Desk Manager
- Identify process efficiencies and documentation gaps and submit a draft to the Help Desk Manager for review
- All outbound emails follow the FPS Help Desk Cohesive Communication Style Guide but require additional peer review from Senior Help Desk Associates or Help Desk Manager
- Wellversed in the access requirements and basic usability of the FPS Unified Portal
- Wellversed in the access requirements and basic usability of FPS Analytic Platform tools
- When assigned novel tasks work with the Help Desk Manager to build a comprehensive plan then execute with the guidance of a Senior Help Desk Analyst
- Shadow Senior Help Desk Analysts with tasks that are unfamiliar to harden familiarity
Qualifications
Required Qualifications:
- Bachelors degree and 5 years of experience providing Tier 1 or above help desk support in IT operations or HS and 9 years experience
- Professional customer service and communication skills
- Exceptional telephone email and inperson etiquette
- Proficient using Microsoft Office Suite in particular MS Excel and MS Word
- Familiar with Microsoft Teams
- Able to work 6:00 AM9:00 PM (EST) shifts
- U.S. Citizenship is required
- Must be able to obtain and maintain a Public Trust clearance
Preferred Qualifications
- Well organized and efficient with exceptional judgment problemsolving and decisionmaking skills
Peraton Overview
Peraton is a nextgeneration national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider we deliver trusted highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land sea space air and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day our employees do the cant be done by solving the most daunting challenges facing our customers. Visit peraton to learn how were keeping people around the world safe and secure.
Target Salary Range
EEO
Required Experience:
IC
Employment Type
Full-Time
