Help Desk Technology Tools Analyst
Company Name:
The MITRE Corporation
Help Desk Technology Tools Analyst
Job Highlights The MITRE Corporate Help Desk is seeking an individual with excellent communication skills and experienced in project management to join our team at our McLean VA Headquarters. The primary focus of this position is to interpret Help Desk business requirements into technical solutions to make the business more effective.
Why Should I Consider MITRE? Working at MITRE
Key Functions o The primary role of a help desk tools analyst is to interpret (help desk) business requirements into technical solutions that make the technical call center more effective. Key functions can include but are not limited to:
o Produce a technical framework that can be used in future design reviews, service documentation and technical discussions with vendors and MITRE customers.
o Produce a process that ensures that the architecture (Help desk technology service Roadmap) is reviewed and updated to a schedule that is frequent enough to keep up with business changes.
o Research call center technology domains to offer ideas for implementation to support overall call center operational advancement.
o Manage technology maintenance and vendor management aspects of (most) Help Desk business workflow tools.
o Primary point of contact to operational teams to both advocate help desk technical and infrastructure needs.
o Manage and administer Help Desk tool sets, i.e call center application, knowledge base, etc.
o This individual will also be responsible for providing over the phone support to MITRE employees as required.
Location VA: McLean Campus
Preferred Qualifications o Strong technical background in server and/or application administration
o Demonstrated knowledge of call center technical solutions, standards and basic processes
o Ability to translate business needs into technical solutions
o Excellent customer service skills.
o Innovative thinking and solutions
o Excellent written and oral communication skills
o Ability to communicate and influence business and technical staff.
o Capable of problem investigation and data analysis
o Prior experience working in a technical help desk and has performed a similar role
o Prior experience with managing a call center application (preferably with Avaya Aura Contact Center)
o Working knowledge of Help Desk best practices both process and technology wise
o Prior experience in managing a knowledge base
o Prior programming experience
o ITIL training & experience
o Experience in Web design, HTML, SQL Database, and Windows Server.
o Proficiency with Microsoft tool suite including SharePoint
Minimum Education/ Experience BS
Travel Statement This position will require overnight travel up to 5 % of the time as well as some local travel.
Clearance? Not Required
Clearance Statement Security Clearance is Not required for this initial assignment. However for future opportunities a government security investigation may be required.
Relocation Assistance Provided No
Career Level Entry Level
Professional Area Information Technology
Req ID 22876BREstimated Salary: $20 to $28 per hour based on qualifications.
The MITRE Corporation
Help Desk Technology Tools Analyst
Job Highlights The MITRE Corporate Help Desk is seeking an individual with excellent communication skills and experienced in project management to join our team at our McLean VA Headquarters. The primary focus of this position is to interpret Help Desk business requirements into technical solutions to make the business more effective.
Why Should I Consider MITRE? Working at MITRE
Key Functions o The primary role of a help desk tools analyst is to interpret (help desk) business requirements into technical solutions that make the technical call center more effective. Key functions can include but are not limited to:
o Produce a technical framework that can be used in future design reviews, service documentation and technical discussions with vendors and MITRE customers.
o Produce a process that ensures that the architecture (Help desk technology service Roadmap) is reviewed and updated to a schedule that is frequent enough to keep up with business changes.
o Research call center technology domains to offer ideas for implementation to support overall call center operational advancement.
o Manage technology maintenance and vendor management aspects of (most) Help Desk business workflow tools.
o Primary point of contact to operational teams to both advocate help desk technical and infrastructure needs.
o Manage and administer Help Desk tool sets, i.e call center application, knowledge base, etc.
o This individual will also be responsible for providing over the phone support to MITRE employees as required.
Location VA: McLean Campus
Preferred Qualifications o Strong technical background in server and/or application administration
o Demonstrated knowledge of call center technical solutions, standards and basic processes
o Ability to translate business needs into technical solutions
o Excellent customer service skills.
o Innovative thinking and solutions
o Excellent written and oral communication skills
o Ability to communicate and influence business and technical staff.
o Capable of problem investigation and data analysis
o Prior experience working in a technical help desk and has performed a similar role
o Prior experience with managing a call center application (preferably with Avaya Aura Contact Center)
o Working knowledge of Help Desk best practices both process and technology wise
o Prior experience in managing a knowledge base
o Prior programming experience
o ITIL training & experience
o Experience in Web design, HTML, SQL Database, and Windows Server.
o Proficiency with Microsoft tool suite including SharePoint
Minimum Education/ Experience BS
Travel Statement This position will require overnight travel up to 5 % of the time as well as some local travel.
Clearance? Not Required
Clearance Statement Security Clearance is Not required for this initial assignment. However for future opportunities a government security investigation may be required.
Relocation Assistance Provided No
Career Level Entry Level
Professional Area Information Technology
Req ID 22876BREstimated Salary: $20 to $28 per hour based on qualifications.
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