Turning Point Global Solutions LLC (TurningPoint) is seeking an experienced Help Desk Analyst to join our dynamic team!
The Help Desk provides a single point of contact for users, customers, and stakeholders of the government client enterprise of systems, and maintains responsibility for monitoring, communicating, reporting, classifying, triaging / routing of issues, tracking of system maintenance requests, and facilitating the timely resolution of issues.
Work Hours:The Help Desk Analyst supports a 24 hours/day, 7 days/week Help Desk with primary shifts during regular business hours, however, occasional weekends and evenings are part of the scheduled shift rotation.
Location: Hybrid; Rockville, MD
What You’ll Do
As a Help Desk Analyst, you will be responsible for:
·Responding to Tier 1 and Tier 2 customer service requests, and managing requests through timely completion.
·Engaging in telecom and network circuit monitoring to support multiple client call centers.
·Providing telecom ticketing and functional support, including opening vendor trouble tickets, Toll-Free routing support, and Interactive Voice Recognition (IVR) support.
·Interfacing directly with the government client in resolving support issues or routing the request to the next appropriate support level.
·Effectively documenting and classifying service requests, maintaining records of correspondence received and responded to.
·Supporting all day-to-day Help Desk related activities for the government client including triage and escalation procedures as necessary.
What We’re Looking For
To thrive and excel in this role, candidate is expected to have:
Required Education, Skills, and Qualifications:
·At least 3 years of relevant experience providing Tier 2 Help Desk support to federal government mission critical systems.
·This position requires the ability to obtain a Public Trust clearance which requires U.S. Citizenship or Permanent Residency to meet the federal eligibility criteria.
·Experience in Systems Administration or Applications Support in an IT organization
·Extensive experience with Microsoft Desktop Applications (MS Office -Outlook, MS Word, MS Excel, MS Power Point), systems knowledge, and applications support.
·Experience with Remedy Service Desk, Service Now, or other comparable ticketing system is a must.
·Experience with Toll Free Network Administration Tools.
·Ability to understand the business impact in accurately classifying incidents in ticketing system.
·Excellent interpersonal, communication (oral and written), and effective listening skills.
·Excellent organization, prioritization and project/task management skills.
·Demonstrated ability to solve problems and debug information technology application issues.
Preferred Education, Skills, and Qualifications:
·Extensive support knowledge of Business Processes (i.e. Telecom Provisioning or Health Insurance Claim Processing).
·Telecom support experience.
·ITIL certification
·Other relevant industry certifications
What’s In It For You?
We understand that our team members are our greatest asset. That’s why we offer:
- Competitive salary with annual performance bonus, and annual merit increases.
- Comprehensive health benefits fully funded by the company for employees.
- 401(k) retirement plan with company match.
- Paid time off plus holidays.
- Professional development opportunities.
- A collaborative and inclusive work culture.
In compliance with pay transparency requirements, the salary range for this role is $45,000 to $55,000.This range is a general guideline only as compensation decisions are based on relevant experience and educational qualifications.
Ready to make your next career move? Apply today to join a team that values innovation, collaboration, and continuous improvement. We look forward to welcoming you to TurningPoint!
TurningPoint is a fast-growing system integration, information technology services company that caters to federal, state, and local government and commercial clients.
We specialize in full lifecycle system integration and software engineering services involving digital transformation and solution engineering in healthcare IT and telecom business verticals. Our services include software development, software integration, business process outsourcing, and professional services.
Founded in 2002, TurningPoint prides itself in a heritage of innovation and strong professional services capabilities, enabling it to provide a full suite of mission-critical solutions in a timely and cost-effective manner.
TurningPoint processes are independently appraised at CMMI Maturity Level 5 for Development.
All qualified applicants are considered for employment without discrimination due to race, gender, religion, age, marital status, national origin, disability, sexual orientation, or any other characteristic protected by federal, state, or local law. This policy extends to all aspects of employment with TurningPoint, including, but not limited to, recruitment, hiring decisions, assignment, advancement, compensation, benefits, retention, and termination.
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