CCaaS Tier 2 Support Analyst - Afternoon Shift

Security Clearance: Must be able to obtain a Public Trust Clearance

Location: Woodlawn, MD Afternoon shift will be from 2:30pm-10:00pm or 1:30-9:00pm. Actual work hours to be finalized by the CCaaS Service Manager.

Job Type: Full-Time

Target Salary Range*: $89,000 - $115,000.

• This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Position Overview:

Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.

Key Responsibilities:

An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon’s cloud-based contact center platform. The day-to-day responsibilities typically include:

Responding to Support Requests

• Answering user inquiries via phone, email, chat and ServiceNow tickets
• Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams
• Create, modify, and remove user accounts in AWS Connect and related systems
• Manage permissions, roles, and access controls for agents and supervisors
• Assist with helping users obtain system access in training sessions.

Troubleshooting and Problem Resolution

• Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.
• Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance
• Follow up on unresolved tickets to ensure full resolution and user satisfaction.
• Contribute to updating knowledge base articles based on recurring issues.

Escalation and Coordination

• As a Tier 2, will be receiving Tier 1 escalations
• Coordinate with Tier 3, as needed, to get ticket resolution

• 3+ years of Help Desk/Desktop support experience.
• 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
• 2 years of experience providing Tier 2 IT support services to customers.
• 2 years of experience using an IT Service Manager application for logging tickets and requests.
• Must have strong communication and customer service skills.
• Good Interpersonal skills that demonstrate the ability to communicate with customers.

Qualifications:

Education:

• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.

Experience:

• Experience with using ServiceNow IT Service Management.
• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.
• Flexible and positive attitude with interest in learning new technical skills. Strong problem-solving skills and the ability to work in a fast-paced environment.
• Strong understanding of IVR terminology and services.
• Provide guidance and mentor Tier 1 Support Analysts.
• High level of organization, reliability, and independence.
• Passion and understanding of technology

Preferred Qualifications:

• Strong written and verbal communication; ability to engage customers and respond effectively to questions.
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.
• Prior Federal government experience.