KeenLogic is seeking a talented and self-motivated individual to ?ll the role of ITSM Queue Manager/Analyst with the National Science Foundation. This position involves working in a challenging, consultative, and collaborative team environment, providing support and management services to ensure the e?ective resolution of end-user concerns and the e?cient operation of IT systems.
Required Quali?cations:
US citizen
Bachelor's degree with 3+ years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles
3+ years of experience providing phone and/or in-person support for business applications
Experience working with ITSM tools such as ServiceNow or equivalent, and supporting high- priority tickets
Experience with Microsoft O?ce 365, Visio, Adobe Acrobat, and a strong understanding of desktop environments, local area networks, telephony, voice, mobile phones, and apps
2+ years of Asset Management
ITIL Service Management
Responsibilities:
Queue Management:
Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolution
Perform aging analysis and audits to ensure ticketing standards are met and service levels (SLAs) are maintained
Coordinate tickets across organizational boundaries and prepare daily and summary reports on Incidents, Change, and Problem tickets
Escalate tickets with a high degree of recurrence, high severity, or unknown root causes to the Problem Management process
Systems Analysis and Support:
Analyze client business applications and data to identify, correct, and report malfunctions
Provide Tier I/II support for custom business applications, including diagnosis, remediation, and performance tuning
Assist with help desk calls, emails, and in-person support, acting as a liaison between clients and support groups to resolve issues
Document tickets with detailed information for escalation to Tier III teams, and contribute to knowledge base articles and procedural documentation
Technical Expertise:
Perform help desk support for a variety of o?ce automation, telecommunications, and visual information hardware and software
Set up new user accounts, including enterprise email con?guration, and assist clients with account/application technical problems
Engage in advanced troubleshooting with remote assistance tools such as Citrix, RCN, Fast Access, and Web VPN
Customer Service:
Communicate with employees and contractors using professionalism, tact, and diplomacy to answer support calls
Coordinate with vendors on items that require escalation to Tier III support
Prepare training materials for service desk sta? and participate in the Problem Management process for repetitive error conditions
Preferred:
ServiceNow use and reporting experience
Experience with Automated Call Distribution systems
Advanced knowledge of O?ce365, Visio, and Adobe Acrobat
ITIL v3 Foundations certi?cation
Experience with business application training, troubleshooting, and user acceptance testing