Vergence is a Federal Government contractor supporting IT and Healthcare services contracts for various Federal and State government agencies. We are in need of Help Desk Support to support current customer engagements on-site in Indianapolis, IN.

 In this role you will:

• Provides first and second tier support to end users
• Assigns third tier support tickets to application third tier team
• Adopts customer service strategy
• Answers end user requests with the ability to identify, diagnose, and respond with a solution in a timely manner
• Tactfully explains issues and provides relevant information to users in an understandable manner
• Simulates or recreates user problems to resolve user navigation issues
• Refers more complex inquiries to IT Help Desk Analyst Intermediate or IT Help Desk Senior
• Ensures user communications are timely, courteous, and on-going
• Follows all written procedures and guidelines IT Help Desk operations
• Creates, modifies and resets User IDs
• Processes requests for Active Directory, Azure, License Suspension, Cognos and Panoptic IDs
• Processes Worker Status and Profile reports and Holiday Schedules
• Assists with access to various websites and program installs