MKS2 Technologies

Service Desk Analyst

Arlington, VA

Sponsorship not specified$30k-$35kDetected 8 days ago

Customer SupportCiscoCommunicationTime Management

About the role

We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation.
Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
Service Desk Analyst Location: On-site in Arlington, VA.

Troubleshoot and resolve Tier I and II incidents to include: system inquiries, requests, incidents, software installation, printer support, and hardware support (desktop, laptop, peripheral).
Perform in-person customer service and phone support service to 4,000 end-user community.
Perform trouble ticket action to include updates with quality notes, customer communication, and resolution within established service level agreements.
Provide VIP support and communication regarding the status of incident troubleshooting and resolution.
Prepare accurate documentation to support and maintain a working knowledge base of service desk processes, including pertinent guidelines, regulations, compliance issues, documentation requirements, and application reference materials.
Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.
Support focus teams or specialized projects to promote rapid improvement and turnaround.
Maintain a professional and pleasant manner using proper customer service skills via telephone and/or email.
Responsible for handling after-hours on-call support (when necessary).

Analytically inclined with attention to detail and accuracy, and consistent follow-through to assure problems are resolved, with the ability to respond to last-minute requests.

High school diploma or equivalent.
At start date, must possess an IAT level II certification in ACTIVE status:
CCNA Security
CySA+
Security+CE
Physical requirements of lifting and/or pulling up to 40lbs.; sitting, bending, and standing.
The equipment used in this position includes, but is not limited to, computers, servers, and network devices.
Identify areas of opportunity to improve customer satisfaction and demonstrate excellent multitasking and time management skills.
Essential Duties and
Essential Duties and Responsibilities: This position will include, but is not limited to, the following tasks:
Handle efficiently a high-volume ticket queue by supporting 50 - 100 tickets daily.
Participate in all meetings, such as, but not limited to, weekly staff meetings, weekly training, Weekly Ticket Tag-Up, etc.

This listing is sourced directly from MKS2 Technologies's careers page and normalized into a canonical job model.