IT Service Desk Analyst I (Night Shift)

Lion Solutions, LLC • Full-time • Silver Spring, Maryland, United States • $18 - $19 / hour • 6d ago

About us

Lion Solutions is a certified small-disadvantaged business based in Silver Spring, MD that was established in January 2016; that delivers innovative information technology services and solutions to customers in the public, private and non-profit sectors. Our core leadership has provided over 25 years of subject matter expertise to our community of enterprise customers in the private and civilian federal government sectors.

**Job Overview:**

We are seeking a skilled Senior Technical Support professional to join our team. The ideal candidate will provide advanced technical assistance and support to our clients, ensuring efficient resolution of complex technical issues.

**Duties:**

· Providing Tier 1 support and troubleshooting for M365 SaaS products including Office Suite for Enterprise customers.

· Providing Tier 1 escalation and call triage for escalation for service requests, incidents, problems and emergencies following the ITIL framework.

· Acknowledging and managing service level agreement timelines for service desk operations for all Tier 1 support requirements.

· Managing and operating in a call center environment (Ring Central CCaaS) and meeting customer SLAs for Tier 1 call triage, escalations and incident reporting.

· Leveraging Service Now ITSM for service desk and ticket management for service requests, incidents, problems, change request and knowledge management.

· Troubleshooting standard web browser issues for Microsoft Edge, Chrome and Firefox for capability and application operations.

· Managing standard mobile/tablet device configuration, installation and support for MS Outlook, Teams, OneDrive and other M365 suite applications.

· Troubleshooting standard Windows 10/11 professional/enterprise desktop and network issues including wireless and printing.

· Troubleshooting Apple MAC devices to include MacOS, iOS and iMac platforms.

· Must be able to troubleshoot and understand standard mobile device support and management.

· Must interact with customer and peers in providing communication and escalation with clear directives and documentation when required.

· Supporting MACD’s – moves, adds, changes and deletions where required for account and asset provisioning, deprovisioning and decommissioning.

· Supporting small desktop/mobile projects with the collaborative team for remote and local team members for Enterprise initiatives which includes peer training and support.

** Additional Job Duties/Responsibilities:

· Team cross-training and continuous learning and development.

· Documentation management and providing weekly status updates when applicable.

· Communication and reporting to customers and team members.

· Availability and flexibility for on-call support after hours, evenings, weekends and holidays.

**Requirements:**

· 1 to 2 years of experience in supporting and managing Windows 10 and Apple products.

· 1 to 2 years of hands-on experience providing customer support through a call center and/or service desk leveraging ITSM tools.

· 1 to 2 years collaborating across a team of professionals in delivery IT support services and operations at an Enterprise scale.

· Must possess strong emotional intelligence and communication skills.

· Self-motivated and have strong time management skills.

· Able to communicate technical and laymen’s terms both verbally/written when required.

· Possess great documentation skills and timely delivery of information.

· Must be patient and can handle stressful and fast IT operations.

· Ability to multi-task in a fast paced and dynamically changing environment.

· Able to prioritize, identify and triage Tier 1 issues that require escalation.

· Detailed oriented and motivated to continuous learning.

If you have a passion for technology, possess excellent problem-solving skills, and enjoy working in a collaborative environment, we encourage you to apply for this exciting opportunity.

Job Type: Full-time

Pay: $18.50 - $19.50 per hour

Expected hours: 40 per week

Benefits: