Support Center Analyst

Overview

DecisionPoint is seeking a Support Center Analyst as a full-time position to provide end-user support to the Department of Interior, Bureau of Land Management (BLM) Information Technology Operation Support Services. This role is largely responsible for providing operational support services to the organization. 

This position is fully remote- preferred candidates local to Denver, CO.

No application window deadline. 

Duties & Responsibilities

• Remote computer support
• Owning, tracking and resolving Information Technology (IT) incidents and requests
• Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
• Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
• Providing Tier I and Tier II onsite and remote (desktop level) support and basic network troubleshooting support.
• Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Knowledge Centered Support (KCS) principles, the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions for service request resolution. Following Total Contact Ownership methodology.
• Placing/Tracking trouble calls to other service providers.
• Creating, modifying, or deactivating user accounts.
• Developing and maintaining operational & knowledge management documentation in the Help Desk Tier 1 document management system.
• Responding to all assigned calls and messages in order of urgency
• Following Total Contact Ownership methodology.

Qualifications

• High School Diploma
• A minimum 1 years of experience
• Must be able to evaluate approved security product capabilities and develop solutions
• Ability to obtain a Public Trust

The salary range for this role is $50K to $52K.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.

Responsibilities

- Remote computer support
- Owning, tracking and resolving Information Technology (IT) incidents and requests
- Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs
- Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems
- Providing Tier I and Tier II onsite and remote (desktop level) support and basic network troubleshooting support.
- Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge Base, Knowledge Centered Support (KCS) principles, the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to provide the appropriate actions for service request resolution. Following Total Contact Ownership methodology.
- Placing/Tracking trouble calls to other service providers.
- Creating, modifying, or deactivating user accounts.
- Developing and maintaining operational & knowledge management documentation in the Help Desk Tier 1 document management system.
- Responding to all assigned calls and messages in order of urgency
- Following Total Contact Ownership methodology.