Salt Lake City
DescriptionWe are currently seeking an experienced Cloud Solutions Help Desk (Call Center) Analyst(AWS) to begin an exciting anf challenging career with Unisys Federal Systems. Primary responsibilities will include supporting the ongoing AWS Cloud Solutions (both public cloud and Gov Cloud), contributing in the design if required, and being primarily responsible for supporting all aspects of the AWS based infrastructure for migrated and deployed agency workloads. Will work with AWS, client personnel, users and stakeholders, and other Unisys and 3rd party contractors as required. Duties/Tasks and Responsibilities: Responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, self-service requests and walk-in request. Provides detailed level answers on Cloud Platforms supported and provides escalation and routing for complex issues and requests. Maintains ownership of calls throughout the lifecycle of the users request to include following up with end-user and escalation team. Researches customer concerns and find appropriate resolutions. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities. Directs remote support to users for network and desktop hardware and software problems. Picks up calls from users, diagnoses problems and recommends solutions per script. Refers on non-resolved problems. Typically only provides Tier 2 support. A Level 2 technician and or a Team Lead (higher level of technical knowledge/skills required).
QualificationsPosition Requirements: U.S. CITIZENSHIP REQUIRED Experience: Must have a minimum of four (4) years of work experience in a federal government environment providing help desk hardware and software support. Bachelor of Computer Science, Information Systems or related field preferred. Five (5) years of equivalent work experience in-lieu of education will be considered. HDI Support Center Analyst (HDI-SCA) Certification required within six (6) months of employment.