Senior Service Desk analyst

Functional Analyst – Level II

Analyzes user needs to determine functional and cross-functional requirements. Performs functional allocation to identify required tasks and their interrelationships. Identifies resources required for each task. Performs functional analysis to identify required tasks and their interrelationships. Possesses expert knowledge and experience in the requirements and integration. Works with engineers on systems integration. Provides daily supervision and direction to support staff.

Education & Experience Levels

Level - Knowledge/Skill Description - Minimum Education - and/or - Minimum Experience

II - Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks. Has the ability to apply a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others. - Associate's Degree or higher - and/or - 5-15 years

Job Description:

CSRA, a Federal marketplace leader in next-generation IT solutions and professional services, is seeking highly qualified and motivated IT professionals like you who are eager to contribute to our critical Homeland Security missions. For the Department of Homeland Security (Client), Office of Biometric Identity Management (OBIM, formerly US-VISIT), CSRA performs operations and maintenance (O&M) of the Automated Biometric Identification System's (IDENT) production and non-production environments and associated business systems. In support of this effort, CSRA provides Task Order Management, Datacenter Operations, Disaster Recovery/Continuity of Operations, System Management and Monitoring, Service Request Management, Technology Analysis, and Non-production Support (to include Program Support Systems and Transition). CSRA is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation's most critical homeland missions – the storage and processing of biometric and associated biographic information for national security, law enforcement, immigration and border management, intelligence, background investigations, and associated testing, training, management reporting, planning and analysis.

Work Schedule: Tuesdays through Saturdays, 7:00 AM - 3:30 PM

Essential Responsibilities:

• Senior Service Desk analyst working in support of Client OBIM.
• Customer Service Communication Flexibility Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems, and/or refers more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Required Skills / Qualifications:

• Candidate must have advanced troubleshooting skills, excellent communication skills, and availability to work any shift.
• Associate's Degree in a relevant field and/or five (5) years of relevant experience
• Strong problem solving skills
• Ability to manage time, work on a team or independently
• Strong Remedy skills
• Strong Customer relation and leadership skills

Desired Skills / Qualifications:

• Bachelor's degree or equivalent plus six (6) years related experience, or Master's degree plus four (4) years related experience
• Strong research skills, ability to analyze data and submit as summary to higher level approvers.
• Knowledge of Active Call Directory Functions
• Create detailed knowledge articles
• ITIL Foundations

This is a Contract-to-hire position and hourly rate is open all inclusive but conversion salary shouldn't exceed more than $76 k. Only US Citizens are applicable.