[Hiring] IT Support Center Analyst @Blue Mantis

Role Description

The Support Center Analyst – AAT provides support to all Managed Services contracted clients. The analyst is responsible for first level technological problem determination, problem/incident recording, and problem resolution to issues reported by customers. The Support Center Analyst – AAT is the front line in the Help Desk Call Center and is responsible for providing technical support by phone and remotely assisting end users from initial contact through troubleshooting and research to final problem resolution. This is an entry level position focused on end user account administration tasks.

Key Responsibilities

• Resolve problems reported to the service desk by phone or web tickets
• Provide first-level contact and problem resolution for customer issues
• Provide timely communication on ticket status and resolution
• Answer phone calls received by the call center by the SLA
• Resolve or escalate issue as needed
• Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed
• Quickly and effectively communicate with customers within the set SLA
• Work with vendor to resolve issues when required
• Continuously improve upon technical skill sets within assigned areas of expertise
• Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment
• Regular, predictable and punctual attendance
• May occasionally need to work on holidays or weekends

Skills, Knowledge and Expertise

• Experience with providing technical assistance over the phone
• Able to multi-task by working on multiple open tickets simultaneously
• Experienced in working in a fast-paced environment with multiple priorities and projects
• Able to investigate, analyze and troubleshoot customer issues
• Comfortable making decisions on issue resolution without supervision
• Demonstrates excellent verbal and written skills
• Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement

Equal Opportunity Statement

We consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job.

Agency Policy

Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis, unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor, nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time, we have no interest in onboarding any new staffing partners.