Several IT Help Desk Openings Available

Minimum Clearance Required: TS or Secret w prev TS within 2 yrs
The individuals will be responsible for providing the first-line of telephone, web, chat, and email technical support of hardware, systems, sub-systems and/or applications for customers. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher level of expertise within organization.

The Level 1 Service Desk Agents will be required to support Clients and the contractual service level in the achievement of prompt response, high level customer service and technical first contact support. They will be required to clearly articulate customer requirements and interface with a variety of the second level teams and third party service providers. The Level 1 Agent will support all calls, chats, emails, or web submissions to the Service Desk that can be varied and complex requiring a wide range of technical knowledge and interpersonal skills to assist, diagnose and or resolve. The Level 1 agent will also be required to assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.

Qualifications

Current Top Secret security clearance is required.

• High School equivalent and 1+ year of IT Service Desk experience.
• Half of these openings will require Security+ (Those with Security + Cert will get priority for interviews)
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service
• Ability to resolve problems with or without remote tools
• Consistently achieve First Contact Resolution performance metric
• Accurately document calls and cases
• Aware of customer’s time restraints and work within those time limits
• Keep customer aware of resolution steps – if ticket needs to be dispatched
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the trouble ticket
• Understanding of SLA requirements for the client
• Assist in cross training and communicate quick fixes
• Manage time and workload to meet predetermined service levels.
• Excellent Customer Service skills
• Working knowledge of data and voice network concepts