Tier 1 Helpdesk Analyst

Belcan LLC; Melbourne (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Helpdesk Tier 1 Analyst to provide exceptional technical support for FDA applications. This role requires strong troubleshooting and customer service skills, with a focus on delivering best-in-class support. As part of a dedicated team, you will assist users with their inquiries and ensure timely resolution of issues. The position offers a competitive salary and benefits, including healthcare and paid time off. If you are a self-starter with a passion for helping others and have the ability to work remotely, this opportunity is perfect for you.

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 technical support for FDA ORA applications.
• Handle incoming calls/emails/web tickets and respond to inquiries.

Skills

Technical Support

Troubleshooting

Analytical Skills

Customer Service

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.

Belcan's Government Solutions business unit is an information technology strategy and solutions organization focused on providing services that allow Federal Government agencies to deliver on the promise of technology. Belcan leads complex IT programs for Federal Government agencies in national security, defense, intelligence, health, and finance. Our mission is to deliver and support innovative solutions for large, complex Federal Government enterprises with a targeted focus on higher end differentiated services that solve mission critical client issues.

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 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 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 megs 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.