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ASRC Federal Holding Company Help Desk Analyst in Fort Collins, Colorado

Position: Help Desk Analyst

Location: Ft Collins, CO

Summary: ASRC Federal Data Networx is seeking a Help Desk Analyst to deliver quality customer service to Help Desk customers by providing them with a single point of contact to report problems or to make inquires. Manages day-to-day service delivery problems and works on special projects as assigned.

Responsibilities:

  • Conducts 1st tier level problem determination using documentation, acquired training and available tools.

  • Resolve those issues which are assigned to 1st / 2nd tier level support.

  • Log incoming calls into the Call Tracking System (presently ServiceNow), dispatching them to the appropriate personnel for resolution, and following up with developers and analysts to provide responses back to end users

  • Pass along and coordinate Tier 3 support requests to Project Manager and/or Technical Support team.

  • Builds team spirit by assisting and coaching other staff members

  • Troubleshooting software application issues to resolution or to provide more accurate information to software developers and business staff to resolve issues

  • Organizing incidents and keeping track of outstanding incidents.

  • Ensures timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate priority.

  • Maintain and frequently update a growing system knowledge base for use by the entire help desk team.

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

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