Overview BigBear.ai is seeking a Service Desk Analyst primary responsibility is to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. What you will do User Support o Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system) o Provide clear, friendly and effective communication to assist users to resolve their issues Issue Resolution o Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution o Escalate issues to higher-level support, if necessary Incident Management o Record and track incidents and service requests using the Jira ticketing system o Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs) Technical Knowledge o Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner o Remain up-to-date with technology trends and advancements to contribute to process improvement Documentation and Knowledge Base o Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team Collaboration o Work closely with other team members, such as system administrators and application developers, to address complex issues What you need to have Bachelor’s degree in relevant field (i.e., Information Systems, Software Engineering) Clearance:TS/SCI with Full Scope Polygraph What we'd like you to have Excellent interpersonal and customer service skills to provide effective and courteous support to end-users Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization Ability to communicate technical information in a clear and understandable manner is crucial Proven problem-solving skills to identify issues, analyze data, and make informed decisions Experience with JIRA ticketing process and reporting capabilities or similar service desk software Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired Basic understanding of relational databases desired Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired About BigBear.ai BigBear.ai delivers AI-powered analytics and cyber engineering solutions to support mission-critical operations and decision-making in complex, real-world environments. BigBear.ai’s customers, which include the US Intelligence Community, Department of Defense, the US Federal Government, as well as customers in manufacturing, healthcare, commercial space, and other sectors, rely on BigBear.ai’s solutions to see and shape their world through reliable, predictive insights and goal-oriented advice. Headquartered in Columbia, Maryland, BigBear.ai is a global, public company traded on the NYSE under the symbol BBAI. For more information, please visit: http://bigbear.ai/ and follow BigBear.ai on Twitter: @BigBearai.