Help Desk Analyst Jobs

Your Impact:

Your Impact:

The mission of the Jacobs Lone Wolf Team is to support, operate, and maintain the Distributed Continuity Integrated Network - Top Secret Enterprise Services (DCIN-TS ES). The DCIN-TS ES is a DoD provided, TS/SCI, integrated voice, video, and data, global communications network that facilitates collaboration among senior leaders and key staff.

Candidates are expected to have a strong work ethic and possess the ability to work as a critical member of a team in pursuit of mission objectives and in support of our customers. We value candidates who are detail-oriented while also being able to think and react quickly to emerging and unique problem sets. To be successful in this role, you'll be able to rapidly adapt and learn how to operate the front and back end of new products and processes.

Responsibilities:

The duties and responsibilities of the Help Desk Analyst include, but are not limited to, the following:

• Perform analysis on Help Desk operations to help define, track, and evaluate key performance indicators (KPIs) that increase individual responsibility, improve customer satisfaction, optimize resource management, align with contract goals, and lead to data-driven decision-making.

• Determine the metrics that are most relevant to technical support such as First Contact Resolution Rate, Average Response Time, Customer Satisfaction, and Ticket Volume.

• Determine the benchmarks for each metric by analyzing industry standards, historical data, and the organization’s goals.

• Work with management to establish KPIs for technical support that are specific, measurable, attainable, relevant, and time-bound (SMART). For example, a KPI for customer satisfaction could be to achieve a score of 90% or higher on customer surveys.

• Collect, measure, monitor, and interpret Help Desk performance data using analytics, research methodologies, and statistical techniques.

• Analyze Help Desk processes, workflows, and systems to identify areas for improvement, optimize and improve Help Desk processes and services, and enhance customer satisfaction and output quality.

• Participate in meetings with managers to assess issues and to identify and implement improvements for more-efficient Help Desk operations.

• Improve, execute, and effectively communicate significant Help Desk analyses that identify meaningful trends and patterns.

• Brief analysis results to senior program and government leadership.

• Evaluate KPIs, provide ongoing reports, and recommend improvements to Help Desk support processes and procedures.

• Develop actionable roadmaps for improving workflows and processes and establish and organize KPIs in line with contract directives.

• Monitor Help Desk performance by:

o Establishing clear KPIs.

o Using software to provide real-time insights into service performance.

o Conducting customer satisfaction surveys and reviewing customer complaints.

o Monitoring ticket response times.

o Tracking ticket volume to understand workload and demand on the service desk.

o Monitoring technician performance such as Ticket Closure Rate and Time to Resolution.

o Measuring percentage of tickets escalated to a higher level of support.

o Tracking how well service desk personnel leverage Knowledge Management to improve ticket resolution times and reduce customer wait times.

o Determining how many customers use self-service options to resolve their issues to help identify areas of improvement and to encourage customers to use the options more frequently.

o Monitoring Service Level Agreements to ensure the program’s Help Desk is maintaining compliance with contractual obligations.

Here’s What You’ll Need:

Here’s What You’ll Need:

Basic Qualifications:

• Must have active Top Secret clearance with SCI or the ability to acquire Top Secret/SCI

• 5 years of relevant experience

• Experience with Microsoft Office applications such as Excel, Word, Outlook, and SharePoint

• Experience with Help Desk Ticketing systems such as Remedy and ServiceNow

• Experience in recommending solutions that improve customer satisfaction and/or the mission of the customer

• A solid foundation in Help Desk support with the ability to communicate effectively with peers, managers, and senior leadership

• Possess excellent organizational, verbal, and written communication skills together with effective interpersonal skills

• Experience with service desk applications and Information Technology Infrastructure Library (ITIL) methodologies

• Advanced analytical skills, with experience collecting, organizing, and disseminating abundant information accurately

• Ability to write reports and present findings in a polished way

• Proficiency with statistics and dataset analytics

Preferred:

Preferred Qualifications:

• Computer Science and other IT disciplines

• CompTIA certified