Service Center Analyst

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 has an exciting opportunity for an Service Desk Analyst to join our growing team.

We are seeking a Service Desk Analyst for a contract position.

• Position: Service Desk Analyst
• Position Type: Full-time-Remote
• Location: Washington, DC or Denver, CO

The Position:

iQuasar LLC has an exciting opportunity for a Service Center Analyst to join our growing team. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role. The ideal candidate must reside within an hour's commute of Washington, D.C.

Key Responsibilities

• Handling incoming phone requests from customers
• Handling incoming electronic requests (Chat, Email, and Fax) from customers
• Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.
• Fulfilling customer requests in a timely manner to meet Service Level Agreements (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

Required Qualifications Education & Experience

• High school diploma or equivalent required; Bachelor's degree preferred.
• Must reside within an hour's commute of Washington, D.C or Denver, CO.
• Minimum of 2 years in customer service; experience in a service desk or call center environment preferred.
• HDI Analyst Certification (e.g., CSA, SCA, DST) required within 90 business days of hire.
• Strong critical thinking abilities.
• Excellent active listening and communication skills.
• Experience with ticketing applications (Jira, ServiceNow, or other customer service tracking systems).
• Familiarity with BMC Remedy Service Management preferred.
• Experience providing technical support for any Human Resource based IT applications preferred.
• This role requires a clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minumum of 3 years to obtain.

iQuasar LLC is a proud partner of the Military Spouse Employment Partnership (MSEP) and the Virginia Values Veterans (V3) Program, reflecting our strong commitment to supporting military spouses, veterans, and inclusive hiring practices. We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental/veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, non-merit factors, or any other characteristics protected by applicable law.

This is a remote position.