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Help Desk Analyst

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Location: Fairfax, United States
Steet Address: Fairfax, Virginia, United States
Posted on: 22 Aug 2015


Company Name: Coley & Associates, Coley has an immediate opening for a Help Desk Analyst in the Fairfax, VA area working at the ASM Research Office on their (FAITAS) Federal Acquisition Institute Training Application System and (ATRRS) Army Training Requirements and Resources System. This position provides prompt and appropriate responses to phone and e-ticket inquiries and requests., Do you like assisting customers, providing problem analysis, triage, and identifying and troubleshooting issues? Do you believe that anything worth doing is worth doing right? Would you like a stable and supportive environment that lets you work provide advice and refer technical issues as needed to the network team? If so, we would like to talk with you., Coley is currently working on a long-term project and is offering highly-qualified candidates a place to cultivate their knowledge, build upon their experience, and use their expertise to provide excellence in customer service and make a real difference., Our culture is defined by our work ethic, strong tradition of respect, integrity, and employee development. Coley is a place where a persons strengths, contributions, and ideas are welcomed and rewarded. We pride ourselves on also being a culture of communication - one in which employees know where the organization is headed, how they fit into these plans, and whats expected of them. Coley was named Best Places to Work in 2012, 2013, 2014 and 2015., Primary Responsibilities:, As a representative of the Army Training Requirements and Resources System (ATRRS) customer service office, perform a variety of application related tasks in support of the Federal Acquisition Institute Training Application System (FAITAS) and ATRRS; provide prompt and appropriate response to phone and e-ticket inquiries and requests for assistance with the associated computer systems; Perform initial problem analysis, triage, identify, troubleshoot customer issues, provide advice and assistance and appropriately refer technical issues to the network team or subject matter experts when appropriate. Provide direct assistance to FAITAS customers via telephone, Service Now tickets, and email; provide instruction on the use of FAITAS via telephone, Service Now, email and user coaching as required. Coordinate efforts with staff associates and subject matter experts to resolve problems; maintain liaison with network users and technical staff to communicate the status of problem resolution; assist with monitoring ATRRS network management systems. Log and track each request and appropriate demographic data related to each request. Assist with compiling data and prepare reports setting forth progress, adverse trends, and appropriate recommendations based on information from the Call Management Tracking System. Assist with compiling and regularly maintaining a log of Frequently Asked Questions (FAQ) originating with all categories of customers. Assist with providing and managing official answers to all FAQs and distribute same to all interested stakeholders. Contribute to the preparation of procedure manuals and documentation for help desk use; conduct periodic customer satisfaction surveys and track customer problem trends; make recommendations for improvements to FAITAS and create reports based on information provided from customer surveys and trend analyses. Assist in training personnel who provide backup coverage and in training users related to the operation and maintenance of FAITAS. Be available for limited travel. Assist in the review and processing of student training applications and cancellations for FAI-sponsored training; assist in training class management processes for FAI and other agencies-sponsored training. Perform other related duties incidental to the work described herein., Required Qualifications:, Must possess an Active Secret security clearance to work in this position or the ability for Coley to assist you to obtain the Secret Clearance (clear record, no outstanding large debts, etc). Must have: strong interpersonal and communications skills; ability to clearly express ideas and solutions to customers and colleagues; well-developed presentation, telephone and writing skills; strong attributes as a team player. Prefer 1-3 years as a Customer Service Representative or Help Desk operator for a system that has a large customer base. Prior experience with Federal Government Civilian workforce or specifically FAITAS customer base is a plus., Compensation & Benefits: We offer competitive salaries, annual merit increases and bonuses, generous paid time off, and a full range of benefits including medical, RX, vision and dental coverage for full-time regular employees. Other benefits include Flexible Spending Account, 401(k) Retirement Savings Plan, Short & Long Term Disability, and Group Life and AD&D Insurance; plus Optional Life Insurance is available for both the employee & family members. We also provide many other benefits including an Employee Assistance Program; Training for Technical, Professional and Personal Development; Employee Performance and Idea Incentives; and rewards and recognition programs. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions., If you\'re looking for a solid and rewarding place to work apply online at

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