Centurion is looking to hire a CCaaS Tier 2 Support Analyst for a long term federal government role.  This position is open to GC or USC only.  This is onsite in Woodlawn, MD.

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:

 

1. 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.

Participate in various tasks and projects as needed

 

2. 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.

 

3. Escalation and Coordination

 

As a Tier 2, will be receiving Tier 1 escalations

Coordinate with Tier 3, as needed, to get ticket resolution

 

REQUIRED SKILLS:

 

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.

 

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.

 

**Selected candidate must be able to obtain and maintain a public trust clearance**

**Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week**

 

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 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.

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.