Job Description

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 at least 1 year of relevant IT experience.

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 OII 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 OII customers with any issues they may experience with the FDA OII applications we support. FDA OII 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 Inspections and Investigations (OII) applications and serve as the first point of contact for FDA OII Users.
• Handle incoming ACD calls / emails / web tickets and respond to consumer inquiries regarding OII Applications.
• Provide critical support solutions for the Division of Targeting Analysis (DTA).
• 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.
• Troubleshooting skills with the ability to resolve complex customer inquiries.
• Verbal/written communication skills to effectively interface with all levels of staff and customers.
• Experience in performing research on technical issues remotely.
• Demonstrate organizational skills by keeping tasks and work organized.
• Can handle customer volume through multiple sources.
• Have Customer service skills
• Ability to collaborate with a team - team player.
• Must have an internet connection with a speed of at least 50MBPS download.
• Must be able obtain and maintain Public Trust (level 5) security clearance.
• Must be a US Citizen and be able to pass extensive background check.
• High School / GED
• 24/7 Desk - must be able to work a regular shift plus a rotating afterhours shift.

Preferred Qualifications & Skills:

• Government contract experience is a plus.
• Experience with ITIL is a plus.
• 1+ years of IT Experience is a plus

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.

EOE/F/M/Disabled/Veteran

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