Call Center Analyst I

Criterion Systems Vienna , VA 22181

Posted 2 months ago

Overview

At Criterion Systems, we developed a different kind of business-a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. By accepting a position with Criterion Systems, you will join a group of professionals with a collaborative mindset where we share ideas and foster professional development to accomplish our goals. In addition to our great culture, we also offer competitive compensation and benefit packages, company-sponsored team building events, and advancement opportunities. To find out more about how Criterion can help you take your career to the next level please visit our website: www.criterion-sys.com. Criterion Systems is seeking a Call Center Analyst I, to part of a newly awarded (5) year prime contract. You will be part of a dynamic team of professionals that is responsible for providing Network and Systems support.

Responsibilities

  • Under Close supervision the Service Desk Analyst 1 focuses on communicating with end users to resolve, and/or escalate issues and requests via phone, email, instant messaging and self-service tickets related to request for IT service from DHS employees.

  • The position requires excellent communication and interpersonal skills, the ability to multitask and provide superior service to all internal customers.

The analysis 1 provides:

  • First-level contact and problem resolution for all users with IT related problems, issues, incidents, or requests.

  • Accurate and timely logging of problems and resolutions in the tracking tool, including detailed troubleshooting steps and resolution, if applicable.

Qualifications

  • A minimum of 1+ years experience

  • U.S. Citizenship is required - No exceptions.

  • Must have an active TS security clearance walking in the door.

  • Must be able to obtain a TS/SCI clearance if required.

  • High school graduate is required.

Criterion Systems, Inc. is committed to equal employment opportunity and non-discrimination at all levels of our organization. We believe in treating all applicants and employees fairly and make employment decisions without regard to any individual's protected status: race, ethnicity, color, national origin, ancestry, religion, creed, sex/gender, gender identify/gender expression, sexual orientation, physical and mental disability, marital/parental status, pregnancy (including childbirth, lactation, and related medical conditions), age, genetic information (including characteristics and testing), military and veteran status, or any other characteristic protected by law. For our complete EEO/AA and Pay Transparency statement, please visit https://careers-criterion-sys.icims.com/.

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Call Center Analyst I

Criterion Systems