Project Support Analyst

The Project Support Analyst is responsible for ensuring high-quality service delivery across all customer interactions and operational processes, and partners closely with QA, Training, and Operations teams to drive continuous improvement within the service desk environment.

Requirements

• Active Secret clearance
• Bachelor's degree in Business, IT, or a related field (or equivalent work experience)
• 2-4 years in a service desk, contact center, or customer support environment
• 1-2 years in QA, operations support, or performance analytics role preferred
• Proficient with ticketing systems (e.g., ServiceNow, Salesforce, Zendesk)
• Proficient with Remote desktop systems (AWS, Azure, Citrix, VMWare)
• Strong Excel or reporting skills (pivot tables, formulas, dashboards)
• Knowledge of QA frameworks and performance metrics (AHT, THT, SLA)
• Strong analytical and problem-solving abilities
• Excellent communication and documentation skills
• Detail-oriented, organized, and able to manage multiple priorities

Benefits

• Paid parental leave
• 401(k) with immediate vesting
• Medical, Dental & Vision Insurance
• Flexible Spending Accounts
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Paid Time Off & Holidays
• Earned Bonuses & Awards
• Professional Training Reimbursement
• Paid Parking
• Employee Assistance Program