Service Desk Technician 1.0
Service Desk Technician 1.0
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Job Description
Overview
Seeking a Service Desk Technician to provide Tier 1 call center support for a federal customer. This position is hybrid and based in Kiln MS.
Responsibilities
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Provide Tier 1 services by working directly with the Service Desk and staff to ensure service levels are met.
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Respond to and diagnose incidents through discussions with users.
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Support end users on a variety of technical issues including PC server or mainframe applications and hardware.
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Identify research and resolve technical problems.
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Respond to telephone calls email and personnel requests for support.
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Document track and monitor incidents to ensure timely resolution.
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Interact with network services software engineering or applications development teams to restore service or identify root causes.
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Simulate or recreate user problems to troubleshoot operating difficulties.
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Recommend systems modifications to reduce recurring issues.
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Operate within Service Desk performance metrics including first call resolution and speed of answer.
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Perform password resets on applicable systems.
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Collect caller information and ensure tickets are accurately documented in the ticketing system.
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Use the knowledge base to guide callers through problem resolution.
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Ensure email service requests are processed within contractual limits.
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Support Tier 1 email team cross-training for phone support when needed.
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Acknowledge every contact document accurately and resolve or escalate issues as appropriate.
Qualifications
Required Skills and Experience
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High school diploma or equivalent.
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02 years of relevant experience.
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Basic understanding of computer systems and their use.
Preferred Skills and Experience
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MCSA Office 365 certification.
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ITIL Foundation certification.
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Ability to obtain and maintain a Public Trust clearance.
Employment Type
Full Time
