Help Desk Analyst

Overview

We are seeking a Help Desk Analyst to support the telematics workstream in a helpdesk/reporting capacity and have the opportunity to utilize and strengthen skills, including business writing, slide deck development, data analysis, and process improvement. Active ICE/CBP Public Trust is required.

Responsibilities

• Monitor and respond to telematics issues through the Service Now helpdesk
• Develop and update telematics related reports involving installations, helpdesk ticket volume, and connectivity
• Train headquarters and field personnel on telematics system usage
• Maintain, analyze and develop telematics dashboards

Requirements

• BA/BS
• 1+ years' experience
• Excellent communication and organizational skills
• Strong skillset in MS Office Suite
• Experience and interest analyzing data
• Business writing and briefing development experience