Position Title: IT Resource Analyst
Security Clearance Required: (Requires an active TS/SCI w/ Polygraph)
The candidate will handle incoming customer calls and log tickets into the customer’s tracking system, review and route HW/SW baseline exception requests, and notify system developers of application issues. He/she may develop or assist with the development of requirements of IT product/service (including specifications, feasibility studies, requirement analysis, etc.) from inception to conclusion on simple to complex projects
Essential Job Functions
- Analyzes inquiries through use of personal knowledge of the particular functional subject matter. Augments knowledge with reference materials as needed.
- Provides response and takes appropriate action to resolve. May interact directly with original requestor, advise others on how to respond or escalate to a higher level if needed.
- Consults with management and/or business organization management to develop/implement appropriate response/resolutions for complex issues.
- Monitors customer inquiries for a specific functional area, tracks progress and resolution of escalated inquiries.
- Contributes to a shared knowledge database to facilitate response consistency and to document complex issue resolution.
- Assists less experienced staff in developing appropriate responses.
- Assists or ensures problem resolution and customer satisfaction for individual Task Orders.
- Performs technical and administrative efforts for tasks, including review or work products for correctness, compliance with industry-accepted standards, federal government legislative and regulatory requirements and user standards specified in Task Orders.
- Develops or assists with the development of requirements of IT product/service (including specifications, feasibility studies, requirement analysis, etc.) from inception to conclusion on simple to complex projects.
Basic Qualifications
- Bachelor's degree or equivalent combination of education and experience
- Bachelor's degree in business management, or related field preferred
- Six or more years of Information Technology experience
- Experience working with organizational function and personnel
- Experience working with fax machines, computer software and telephone technology.
- Experience working with help desk software
- Business and analytical problem solving skills
- Good communication skills
- Ability to understand and apply regulations applying to functional area.
Other Qualifications
- Business and analytical problem solving skills.
- Good communications skills.
- Ability to work independently.
- Ability to follow oral and written directions.
- Ability to understand and apply regulations applying to functional area.
ICS Employment Application
Equal Opportunity Employer. Veterans are encouraged to apply
Contact Information
Hr@ics4tech.com
www.ics4tech.com
