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For your reference, we have included the original job posting below.
Customer Assistance Center (CAC) Analyst
Job Number:
25893675
Company Name:
IntelliDyne, LLC.
Job Location:
Aurora, CO US
Job Category:
Management & Business
Customer Assistance Center (CAC) Analyst
Customer Assistance Center (CAC) Analyst
Job ID: 1537 # Positions: 1
Location: US-CO-Aurora Experience (Years): 3
Posted Date: 7/29/2010 Category: Information Technology - Help Desk
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Overview: Customer Assistance Center (CAC) Analyst
IntelliDyne, LLC is a growing Information Technology solutions and consulting company based in Falls Church, VA. Our company primarily serves government clients in the federal, state and local markets in locations across the United States. As a privately held, small to medium sized business, we offer clients, partners and employees flexibility and service that differentiates us from larger firms. We believe technology is a tool that, when used intelligently, can optimize a client organization's processes, secure sensitive and protected information, aide the decision making process, and enable people to maximize their productivity and performance. We are always looking to expand our knowledge of new technology to drive innovative ways of solving problems. We're looking for team members who share our enthusiasm, have a desire to provide excellent service and the experience and willingness to get the job done.
IntelliDyne-LLC is pleased to announce that we are seeking dynamic, experienced Customer Assistance Center (CAC) Analyst for our Aurora, Colorado office.
Mission Statement for the Department:
The mission of the Customer Assistance Center (CAC) is to provide its customers with a centralized point of contact for responsive support, with a proactive approach to identifying and solving problems. We strive to exceed our customers' expectations in our ongoing pursuit of service excellence.
Responsibilities: Mission Statement for the Position:
Interacts directly with the customer to carry out the activities of the Customer Assistance Center. Reports to Management. Responsible for daily operational requirements and activities for Tier I & II support. Applies knowledge of hardware and software troubleshooting to troubleshoot, research, and repair problems as identified by users. Assists in developing CAC department reports and other documentation as requested by manager. Assists Tier II and Tier III with troubleshooting and research as needed. Carefully documents all activities in the Action Request system.
Essential Functions/Percentage of Time Spent on Each:
Responsibilities: Approximate % of Time, Annualized Respond without delay to incoming phone calls ? Identify the problem/question/request and document in the Action Request system ? Assist users with problem resolution ? Escalate tickets as necessary to Tier III or management ? Coordinate resolution of long-running tickets ? Document all activities including research, actions, and follow-up activities in the Action Request system 55 Monitors email and respond without delay to incoming emails ? Identify the problem/question/request and document in the Action Request system ? Contact users with problem resolution ? Escalate tickets as necessary to Tier III or management ? Participates in the resolution of long-running tickets 15
Develop personal skills and abilities to improve service-related capabilities . Solicit feedback from manager and peers regarding soft skills and technical skills to improve overall effectiveness . Identify, request and complete training to develop skills that would improve personal capabilities to assist CAC in achieving its mission . Identify and request training to develop skills that would improve
personal capabilities to assist CAC in achieving its mission 10 Maintain CAC documentation . Update and/or develop CAC policies and procedures . Maintain and/or develop CAC Intranet, Public Folders, Knowledgebase, FAQs, POC list, user lists, or other data collections related to the CAC analyst
responsibilities and job functionality 15
Other duties/project tasks, as assigned 5 Total: 100%
Qualifications: Qualifications:
A. Education The CAC Analyst should possess the following education: . A Bachelor's degree is mandatory. A degree in Information Technology is preferred. . Vendor certifications such as Certified Help Desk Analyst, MCSDST, MCSE (windows 2000 or later), CCNA, A+, and Network+ are desirable.
B. Experience The CAC Analyst is responsible for dealing with a multitude of technologies, and a strong knowledge and background with varied hardware and software is advantageous for success. Therefore the CAC Analyst must at least two years of experience in the IT field or a similar customer support role. Excellent oral and written communication skills, the ability to multi-task, the ability to work in a team environment with a minimum of supervision and direction and the ability to lift 50 lbs is needed to fulfill this role.
C. Citizenship Must be a U.S. Citizen
D. Security Clearance Must be able to obtain a security clearance
Scope: Serve as initial point of contact for IntelliDyne with customers. Recognize and respond to the daily operational activities of the CAC office.
Work Environment: High degree of mental and visual concentration required. Job will require repetitive use of a keyboard and long hours sitting. Must possess ability to cope with medium to high levels of stress that is the result of dealing with constant conflicting priorities and being responsible for results and outcomes. Must be capable of reacting positively to negative or critical customer contacts in a constructive helpful manner. No exposure to hazardous
conditions/materials/equipment.
IntelliDyne offers competitive salaries, as well as an impressive benefits package that includes: Company employee medical, vision and dental plan, 401(k) plan with 50% matching policy, life and short/long term disability insurance, tuition assistance, parking/Metro benefit, vacation and health club subsidy. Note: there is NO relocation assistance offered with this opening. IntelliDyne, L.L.C. is an equal opportunity employer.
