Remote Service Desk Analyst Government Systems

iQuasar, LLC; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

iQuasar LLC is seeking a Service Desk Analyst to join our team. This contract role provides remote customer support for Federal Government systems, primarily via phone, email, and chat. The ideal candidate will have 2+ years in customer service, HDI certification, and experience with Jira or ServiceNow.

Must reside within an hour of Washington, D.C. or Denver, CO, and be eligible for a security clearance. This remote position offers the chance to support mission-critical applications and

Qualifications

• 2+ years in customer service; service desk or call center experience preferred.
• HDI Analyst Certification (e.g., CSA, SCA, DST) required within 90 business days of hire.
• Must reside within an hour's commute of Washington, D.C. or Denver, CO; US citizen or green card status required for min 3 years to obtain security clearance.

Responsibilities

• Handle incoming phone requests from customers.
• Handle incoming electronic requests (Chat, Email, and Fax) from customers.
• Create, track, and resolve HR application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet SLAs.
• Researching customer requests to ensure accurate information and resolutions are provided.
• Escalating customer requests that cannot be handled at the Service Center to the appropriate support team.
• Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation.
• Creating, updating, and retiring service center knowledge documentation.
• Attend and participate in team meetings to surface and discuss process improvements and service offering changes.

Skills

Customer service

Active listening

Effective communication

Critical thinking

Problem solving

Team collaboration

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Jira

ServiceNow

BMC Remedy

Job description

iQuasar LLC is seeking a Service Desk Analyst to join our team. This contract role provides remote customer support for Federal Government systems, primarily via phone, email, and chat. The ideal candidate will have 2+ years in customer service, HDI certification, and experience with Jira or ServiceNow.

Must reside within an hour of Washington, D.C. or Denver, CO, and be eligible for a security clearance. This remote position offers the chance to support mission-critical applications and