Service Desk-Functional Analyst Tier 1

Functional Analyst

CoSolutions is seeking qualified candidates to support an Information Technology (IT) Service Desk which receives and resolves 15,000 tickets monthly through the Remedy 8.1 service management software. The IT Service Desk supports a 10,000+ user community within the Department of Homeland Security (DHS).

Duties and Responsibilities:
Candidate shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all level.

Candidate will analyze and resolve complex service requests and incidents that have been escalated by the Call Center to the Service Desk. Leverages remote control technology (such as BOMGAR) while troubleshooting desktop and mobile device problems. Escalate to dispatch a field technician to provide desk-side user support if the issue cannot be resolves remotely.

Candidate will possess technical skills to resolve technical tasks, including but not limited install, upgrade, and troubleshoot applications; troubleshoot issues with shared drives, mapped network drives, network connectivity and VPN access

Required Qualifications:
Strong customer relations/customer service skills

Experienced troubleshooting desktop, software, and end user devices issues. Comfortable leveraging remote control technology in the process of troubleshooting desktop and mobile device problems.

Experience with BOMGAR or other remote desktop tool to support desktop and network troubleshooting

Advanced experience with Active Directory administration

Experience with patch management software (e.g., SCCM)

Experience installing, upgrading, or removing software

Experience in one or more systems and architectures and associated hardware: mainframe, mini, or client/server based.

Ability to perform in-depth troubleshooting skills on Operating Systems (Windows 7 & Windows 200), Microsoft Office products, software and various Internet browsers to include Internet Explorer, Mozilla Firefox.

Experience using Remedy service management software (or similar tool) to track incidents and service requests through the full lifecycle

Ability to learn new technologies quickly (MS Operating Systems, Office Products, and DHS specified software).

Knowledgeable of Problem Management best practice and processes.

Knowledgeable of Configuration Change Management best practices

Ability to obtain Secret Clearance

Ability to obtain DHS EOD clearance

Requires bachelor’s degree or equivalent 6 years of related technical help desk experience.

Desired Qualifications:
COMPTIA A+, or Network+, or Security+ Certification

MCP Certification

ITIL v3 certification

HDI Certification

CoSolutions, Inc. (www.cosolutions.com) is a Sterling, VA-based consulting firm providing government clients with the highest quality and best-in-class software and technology consulting services. We take a collaborative approach to our business, by empowering our people to work hand-in-hand with our clients to fully understand their business, strategic vision, and the issues they face. By doing so, we are able to identify, recommend and build technology solutions that meet our clients’ business needs.

CoSolutions is an Equal Opportunity Employer who is dedicated to hiring and retaining a diverse workforce. We will not discriminate against any applicant or employee for employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.

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