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

 

 

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