Tier 1 Helpdesk Analyst

Belcan LLC; Fayetteville (NC); Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Helpdesk Tier 1 Analyst to join their dynamic team. This role involves providing exceptional technical support for FDA ORA applications, ensuring a best-in-class customer experience. The ideal candidate will possess strong troubleshooting and communication skills, with the ability to work remotely. As a vital part of the helpdesk team, you will assist customers with their inquiries and ensure timely resolutions. If you are a self-starter with a passion for customer service and technology, this opportunity is perfect for you to make a meaningful impact in a supportive environment.

Benefits

Health Care

Dental Insurance

Vision Insurance

Life Insurance

401(k)

Education Assistance

Paid Time Off

Holidays

Qualifications

• 1-2 years of relevant IT experience required.
• Must have an ACTIVE Clearance or be able to obtain Public Trust clearance.

Responsibilities

• Provide exceptional technical support for FDA ORA applications.
• Handle incoming calls/emails/web tickets for customer inquiries.

Skills

Troubleshooting Skills

Analytical Skills

Customer Service Skills

Communication Skills

Organizational Skills

Education

High School / GED

Some College

Tools

Service Now

Job description

Innovative, Secure, and Outcome-Based Solutions

Job Summary:

A(n) Helpdesk Tier 1 Analyst job in Colorado Springs, CO is currently available through Belcan at one of our key HHS clients. To be considered for this role, you must have 1-2 years of relevant IT experience and reside in the Colorado Springs area.

The Belcan FDA ORA Applications Helpdesk team is located in the Colorado Springs, Colorado area and provides world-class service to our FDA customers. The Helpdesk Specialist is responsible for assisting our FDA ORA customers with any issues they may experience with the FDA ORA applications we support. FDA ORA Application support is provided year-round (24/7/365), and we are expected to be available to assist our customers when scheduled to do so. The candidate selected for this position will have strong technical/customer service skills and demonstrate the ability to work remotely to provide a best-in-class customer experience.

Job Duties:

• Provide exceptional technical support for specified Office of Regulatory Affairs (ORA) applications and serve as the first point of contact for FDA ORA Users.
• Handle incoming ACD calls/emails/web tickets and respond to consumer inquiries regarding ORA Applications.
• Provide critical support solutions for the Division of Food Defense Targeting (DFDT).
• Perform accurate ticket entry in the Service Now ticketing system and ensure proper timely resolution or escalations.
• Use the Service Now knowledge base to evaluate, resolve, or escalate client issues to the appropriate tier level.
• Ensure ITIL best practices are consistently performed to resolve or escalate issues.

Required Qualifications:

• Self-starter with the ability to stay on task and assist customers while working remotely.
• Knowledge base usage and contributions based on customer inquiries and requests.
• Strong troubleshooting skills with an analytical ability to resolve complex customer inquiries.
• Excellent verbal/written communication skills to effectively interface with all levels of staff, clients, and customers.
• Experience in performing research on technical issues remotely.
• Demonstrate strong organizational skills by keeping tasks and work organized.
• Must have the ability to handle customer volume through multiple sources.
• Must have an internet connection with a speed of at least 50 Mbps download.
• Must have an ACTIVE Clearance or be able to obtain and maintain Public Trust (level 5) security clearance.
• Must be a US Citizen and be able to pass an extensive background check.
• High School / GED.

Preferred Qualifications & Skills:

• Government contract experience is a plus.
• Experience with ITIL - ITIL Certificate.
• 2+ years of IT Experience.
• Some College.

Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of $18.00/HR. Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.