Operations Support Analyst - Rose International

Date Posted: 12/10/2024

Hiring Organization: Rose International

Position Number: 475412

Job Title: Operations Support Analyst

Job Location: Mechanicsville, VA, USA, 23116

Work Model: Hybrid

Shift: The primary hours will be 8AM to 5PM with night/weekend hours through a rotation. three days in office, two days remote

Employment Type: Temporary

Estimated Duration (In months): 6

Min Hourly Rate ($): 25.00

Max Hourly Rate ($): 30.00

Must Have Skills/Attributes: Communications, Customer Service, Help Desk, Research, Ticketing Systems, Troubleshooting

***Only qualified Operations Support Analyst candidates located in the Mechanicsville, VA area to be considered due to the position requiring an onsite presence***

Preferred Qualifications:

• Degree in a relevant field preferred or equivalent relevant experience in IT support

Required Certifications:

• ITIL certification preferred

• Network+, A+ or Security+ Certification preferred.

Required Skills:

• Tier 1 Help Desk Support (3 Years)

• Hardware/Software Troubleshooting (3 Years)

• Strong communication skills, creative problem solving, highly organized

Desired Skills:

• Customer Service/Retail Support (2 Years)

• Help Desk Ticketing Systems (3 Years)

• Remote Support Tools (3 Years)

Operations Support Analyst Role and Responsibilities:

• Able to Identify, research, and resolve technical and procedural issues.

• Respond to telephone calls, emails, tickets, and personnel requests for technical support.

• Documents, tracks, and monitors issues/tickets to ensure a timely resolution.

• Escalate unresolved issues/ticket to Tier II/III support.

• Must read and comprehend technical procedures and Standard Operating Procedures (SOPs).

• Communicate accurate and useful status updates.

• Manage and report time spent on all work activities.

• Must be able to work in a team environment.

• Must be customer service focused.

• Work independently and proactively with minimal supervision/direction.

• Flexible and able to adapt to a rapidly changing environment.

Technical Skills:

• Must be able to work flexible shift schedules, to include nights, weekends, and some holidays.

• Technical problem resolution, judgment, and decision-making skills.

• Strong analytical, interpersonal, and written/verbal communication skills.

• Two years of technical customer service experience or equivalent experience/education.

• Ability to exhibit a positive approach and the ability to work efficiently as an individual contributor and team member.

• Flexible and able to adapt to a rapidly changing environment.

• Ability to communicate well and work independently with minimum supervision.

• Willingness to learn new technologies, dive into challenges and take direction.

• Strong understanding of computer systems, including hardware and software and networks.

• Excellent analytical abilities to identify, diagnose and resolve customer call and email issues.

• Strong problem-solving abilities with skills in analyzing and resolving technical issues.

• Correctly log and escalate queries in incident management system.

• Monitor open issues, keep users informed of status.

Operations Support Analyst for Tier 1 Help Desk Operations, monitoring emails, phone calls and other customer support activities.

Initial schedule will be Monday - Friday 8AM to 5PM through training. Once trained, schedule to include night and weekend shifts/rotations. The primary hours will be 8AM to 5PM with night/weekend hours through a rotation.

This role has a flexible hybrid schedule following Client policy of in the office in Mechanicsville, VA, three days in office, two days remote. Subject to change at any time.

Estimated Start Date: 01/13/2025

Interview Process: In Person Only

**Only those lawfully authorized to work in the designated country associated with the position will be considered. **

**Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements. **

Benefits:

For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.