Job Title: ITSM Queue Manager/Analyst
Location: Alexandria, VA (Remote, Full-Time, M-F)
Overview: KeenLogic is seeking a talented and self-motivated individual to fill the role of ITSM Queue Manager/Analyst with the National Science Foundation. This position involves working in a challenging, consultative, and collaborative team environment, providing support and management services to ensure the effective resolution of end-user concerns and the efficient operation of IT systems.Required Qualifications:US citizenBachelor's degree with 3+ years of relevant experience, or High School Diploma with 11 years of experience in customer technology and support roles3+ years of experience providing phone and/or in-person support for business applicationsExperience working with ITSM tools such as ServiceNow or equivalent, and supporting high- priority ticketsExperience with Microsoft Office 365, Visio, Adobe Acrobat, and a strong understanding of desktop environments, local area networks, telephony, voice, mobile phones, and apps2+ years of Asset ManagementITIL Service ManagementResponsibilities:Queue Management:Monitor ticket queues, prioritize work, and assign tickets to appropriate technical resources for troubleshooting and resolutionPerform aging analysis and audits to ensure ticketing standards are met and service levels (SLAs) are maintainedCoordinate tickets across organizational boundaries and prepare daily and summary reports on Incidents, Change, and Problem ticketsEscalate tickets with a high degree of recurrence, high severity, or unknown root causes to the Problem Management process Systems Analysis and Support:Analyze client business applications and data to identify, correct, and report malfunctionsProvide Tier I/II support for custom business applications, including diagnosis, remediation, and performance tuningAssist with help desk calls, emails, and in-person support, acting as a liaison between clients and support groups to resolve issuesDocument tickets with detailed information for escalation to Tier III teams, and contribute to knowledge base articles and procedural documentation Technical Expertise:Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and softwareSet up new user accounts, including enterprise email configuration, and assist clients with account/application technical problemsEngage in advanced troubleshooting with remote assistance tools such as Citrix, RCN, Fast Access, and Web VPN Customer Service:Communicate with employees and contractors using professionalism, tact, and diplomacy to answer support callsCoordinate with vendors on items that require escalation to Tier III supportPrepare training materials for service desk staff and participate in the Problem Management process for repetitive error conditions Preferred:ServiceNow use and reporting experienceExperience with Automated Call Distribution systemsAdvanced knowledge of Office365, Visio, and Adobe AcrobatITIL v3 Foundations certificationExperience with business application training, troubleshooting, and user acceptance testing