Job summary
Job post source
This job is directly from Open Systems Technologies Corporation
Job overview
The Service Desk Analyst role at Open Systems Technologies Corporation involves providing Tier 1 customer support for the ADVANA platform, impacting a large user base by resolving technical issues and supporting platform users.
Responsibilities and impact
The analyst will independently handle technical support, troubleshoot and diagnose problems, communicate with over 100,000 users, escalate issues as needed, and apply ITSM principles to meet SLAs and SOPs.
Experience and skills
Requires 5+ years in a Service Desk environment, problem-solving skills, ability to work independently, strong communication skills, and a bachelor's degree; preferred experience includes Jira Service Management, Active Directory, MS Office, SharePoint, and Confluence.
Job location and travel
This is a shift position based in the National Capital Region requiring onsite presence up to five days a week with potential evening and weekend shifts.
Work environment and culture
The role demands independence with some guidance, emphasizes communication with a large user community, and involves working within a structured IT service management framework.
Unique job features
The position is notable for supporting a large user base on the ADVANA platform and requires flexibility in shift work including evenings and weekends.
Company overview
Open Systems Technologies (OST) is a technology consulting firm that specializes in providing IT staffing, consulting, and managed services. They generate revenue by offering tailored solutions to businesses in areas such as cloud computing, cybersecurity, and digital transformation. Founded in 1990, OST has built a reputation for delivering innovative and reliable technology solutions to a diverse range of industries. The company is known for its commitment to client success and its ability to adapt to the rapidly changing tech landscape.
How to land this job
Tailor your resume to emphasize your 5+ years of experience in a Service Desk environment, highlighting your ability to independently handle Tier 1 customer support and troubleshoot technical issues within SOPs and SLAs.
Focus on showcasing your proficiency with tools like Jira Service Desk, Active Directory, MS Office, SharePoint, and Confluence, as well as your strong communication skills for engaging with both technical and non-technical users.
Apply through multiple channels, including Open Systems Technologies Corporation’s corporate careers page and LinkedIn, to maximize your application’s visibility.
Connect with current employees in the IT support or service desk divisions at Open Systems Technologies Corporation on LinkedIn, using ice breakers such as asking about their experience working with the ADVANA platform or inquiring about shift scheduling and team dynamics.
Optimize your resume for ATS by incorporating keywords from the job description like 'Tier 1 support,' 'Jira Service Management,' 'problem solving methodologies,' 'ITSM principles,' and 'technical troubleshooting' to ensure it passes initial screenings.
Use Jennie Johnson’s Power Apply feature to automate applying through multiple job boards, tailor your resume for ATS compatibility, and identify LinkedIn connections for networking, allowing you to focus your time on preparing for interviews and skill development.
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