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BigBear.ai · 6 hours ago

Service Desk Analyst/ w Poly

Columbia, MD

Full-time

Onsite

Senior Level

5+ years exp

BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security and supply chain management. They are seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction, primarily supporting a data analytics team.

Artificial Intelligence (AI)GovernmentInformation TechnologyMachine LearningNational SecurityService Industry

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)

Provide clear, friendly and effective communication to assist users to resolve their issues

Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution

Escalate issues to higher-level support, if necessary

Record and track incidents and service requests using the Jira ticketing system

Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)

Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner

Remain up-to-date with technology trends and advancements to contribute to process improvement

Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team

Work closely with other team members, such as system administrators and application developers, to address complex issues

Qualification

JIRA ticketing systemTechnical troubleshootingCustomer service skillsBachelor’s degreeProblem-solving skillsBasic understanding of BI toolsBasic understanding of databasesBasic understanding of reporting toolsCommunication skillsCollaborationDocumentation

Required

Bachelor's degree in relevant field (i.e., Information Systems, Software Engineering)

5-8 years of experience

Clearance: TS/SCI w/ Poly

Excellent interpersonal and customer service skills to provide effective and courteous support to end-users

Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization

Ability to communicate technical information in a clear and understandable manner is crucial

Proven problem-solving skills to identify issues, analyze data, and make informed decisions

Experience with JIRA ticketing process and reporting capabilities or similar service desk software