SharePoint Customer Support Analyst

Overview

PURISOLVE, INC. is seeking a dynamic, self-motivated individual with experience, knowledge and skills as a Help Desk Specialist experienced with strong customer service, understanding and resolution of IT issues related to SIO applications and SharePoint end user support. In this role you will serve as the first point of contact for our VIP customers. The position is primarily responsible for maintaining positive information technology client relations by communicating effectively to provide in-person, telephone and email-based technology support. The successful candidate will answer trouble calls, troubleshoot problems to determine the cause, determine resolution, escalate service requests to appropriate tier II and tier III team members for resolution as necessary, document work done, provide ad hoc equipment and software tutorials to customers, and add to the office knowledge base to assist with solving common user issues or problems. Solutions range from providing assistance with product functionality to assisting in problem-solving more detailed, customer-specific needs. The ideal candidate will be a passionate, driven professional.

Responsibilities:

As a Help Desk Specialist for PURISOLVE, INC. you should have the ability to work effectively and efficiently in a team environment and relate well to others. The ideal candidate will provide superior customer service to clients, be able to work independently while remaining closely connected to a team structure. You should possess initiative and commitment to the company’s goals and a strong commitment to performing and producing at the highest level of quality at all times. You will excel in this role by having a participative style and bias toward excellent and timely communication. And you should be skilled at navigating through the challenges of working with a dynamic and ever-changing landscape that comes with supporting a key federal agency. This role will serve as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords and printer problems.

This team staffs a technical service desk providing coverage 24/7. We have several shifts available. A successful candidate will be available for 8-hour shifts while the service center is open. Availability to work during government closures and for special projects as they arise is beneficial. This fully funded position is located in Washington DC and accessible by a variety of travel options including public transportation and Metro.

Skills:

• Ability to learn and support new applications; use basic tools, equipment and procedures for repairing computers and peripheral devices; use initiative and independent judgment within established procedural guidelines; work independently and as a team member to research and resolve complex technical issues; prioritize multiple tasks, projects and demands; establish and maintain cooperative working relationships with co-workers and customers.

• Excellent written and verbal communication skills with a demonstrated ability to make difficult concepts easy to understand; ability to provide excellent customer service and public relations outreach; demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.

• Ability to provide phone and in-person support to users in areas which include: email, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications.

• Advanced proficiency level utilizing Microsoft Office applications including Visio, Excel, Access, PowerPoint, Word, and Outlook.

• Proficiency in Microsoft Windows operating systems and office productivity applications (MSOffice suite including Visio).

• Intermediate knowledge in hardware and networking; knowledge of networked computer system environments and peripheral device capabilities; advanced knowledge of common network applications, operating systems, and other business software applications; hardware and software troubleshooting techniques.

• Evidence of flexibility and problem solving skills; skills in troubleshooting computer hardware and software applications in a multiple operating system environment; analyzing information technology issues, evaluating alternatives, and making logical recommendations based on findings.

• Ability to define problems, collect data, establish facts, and draw valid conclusions; interpret an extensive variety of technical instructions in mathematical or diagram form; deal with several abstract and concrete variables.

Qualifications:

• Minimum of 3 years of experience with at least 1 year managing help desks supporting 100 or more customers, Dept. of State experience preferred

• Ability to mentor and cross-train team members and foster a healthy team environment

• Ability to work and manage effectively in a fast-paced environment.

• Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders, including senior leadership.

• Demonstrated ability to lead teams, gain consensus, and move teams towards a shared vision.

• Ability to create and maintain positive and professional relationships with business users.

• Excellent planning and organizational skills.

• Ability to lead a large, cross-functional, multi-vendor team.

• Outstanding communication and presentation skills.

• Demonstrated ability to relay technical data to a non-technical audience. History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines. Professional demeanor, strong customer relations skills. Must have impeccable customer service. • Ability to effectively and clearly deliver information to a range of audiences.

• Ability to prioritize and perform a variety of concurrent tasks with minimal direction.

• Ability to multi-task in a fast paced, constantly changing environment.

Clearance Requirements:

• US Citizenship and a current approved Secret Security Clearance required.

PURISOLVE, INC. is an equal opportunity employer that values the strength diversity brings to the workplace.