Service Center Analyst ( W2 Contract Only) US Government Contract

Job Title - Help Desk Specialist Location - Denver, CO (Onsite) Salary - $19/hr. - $20/hr. Contract - W2 only Government - Must be able to go through Public trust Clearance Job Description Job Summary: We are currently seeking a Support Center Analyst (SCA) for a full-time position. This role is largely responsible for providing remote telephone based operational support services to the organization. We are looking to fill the need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role; as such it will require a commitment on your part as well as ours. Essential Functions: Some of the primary responsibilities of this role would include: Interact with end users to identify a variety of issues related to desktops, laptops, printers, and network connectivity. Open and log trouble tickets in the call tracking system to track issues from identification through resolution. Provide phone support for installation, configuration, and troubleshooting for the following: operating systems, software applications and hardware. Create and manage access and permissions for accounts, security groups, and distribution lists. Communicate technical information in a non-technical manner. Escalate any outstanding issues to senior-level technicians or engineers. This support role requires a service-oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with customers to keep them updated with status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes. Education: High school diploma or equivalent. Bachelor’s Degree preferred. HDI Analyst (e.g. CSA, SCA, DST) or ITIL Foundations certification preferred. Related certifications such as A+, N+, MCP, and MCSE/MCSA are a plus. Knowledge Requirements: Incident / Problem / Change Management. Critical thinking / Problem resolution skills. Active listening skills and effective communication strategies. Enterprise ticketing application experience. ServiceNow preferred. Experience: Two (2) + years’ experience in a high volume enterprise level call center, help desk, or service desk operation. Solid customer service skills, including good communication and the ability to demonstrate professionalism. Experience supporting Microsoft Windows 7/10, Office 2010/2016/365, SharePoint, and Skype for Business. Experience supporting TCP/IP, DHCP, and DNS. Experience with accounts, accesses and permissions, using Active Directory Users and Computers (ADUC). In-depth knowledge of operating systems, applications, printers, and PC hardware. Familiar with Citrix, VPN, SCCM, Bomgar a plus. Job Types: Full-time, Contract Pay: Up to $21.00 per hour Experience: Help desk specialist: 2 years (Required) Ability to Commute: Lakewood, CO 80225 (Required) Work Location: In person