Help Desk Support, Call Center 247 Support

Alexandria, VA - USA

Monthly Salary: Not Disclosed

Posted on: 22 hours ago

Vacancies: 1 Vacancy

Job Summary

Position: Help Desk Support Call Center 24/7 Support

Location: Alexandria VA

Work Environment: On-site with potential for authorized telework

Clearance Required: Secret

Status: Funded

Knowesis is currently seeking an exceptional Help Desk Support Call Center Support specialist to join our team and provide invaluable support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services contract.

To be eligible for this position candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the positions security clearance requirements.

The Job Duties and Responsibilities include but are not limited to the following:

Provide trouble call resolution in a knowledgeable friendly and professional manner 24 hours a day 7 days a week with the exception of federal holidays
Meet DoD OIG established service level metrics for call response technical support and customer service
Input trouble calls into the DoD OIG ticket tracking system and ensure all relevant information is gathered and documented
Resolve trouble calls in person at the help desk over the phone and through email
Analyze and resolve trouble tickets utilizing tools such as remote desktop
Escalate trouble tickets when required by service desk processes to either Tier II Tier III or the appropriate team or individual
Provide follow-up service to end users to ensure that the service provided by the Help Desk has addressed their needs in a timely and efficient manner
Assign Trusted Agents responsible for issuing alternate tokens to Mark Center Headquarters personnel when required
Document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable
Maintain existing and when required assist the Government with the creation of new Standard Operating Procedures (SOPs) in support of common Help Desk processes and activities
Provide support for Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) during primary operation hours (0600 to 1800 Monday through Friday) and NIPRNet only outside of those hours
Answer 90% of incoming calls within the first 30 seconds except in instances of major outages
Attempt to resolve problems within the first 15 minutes escalating tickets after 15 minutes of no resolution
Respond to voicemails left during regular business hours within one hour
Respond to voicemails left after regular business hours within the first two hours of the next business day except for urgent issues
Maintain a call abandonment rate of ten percent or lower
Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)

Required Qualifications:

Minimum 1 to 3 years of experience providing Tier I help desk or call center support
Experience with ticket tracking systems and documenting technical issues
Experience providing technical support for desktop operating systems common Information Technology (IT) services and applications on both classified and unclassified networks
Experience resolving trouble calls via phone email and in-person support
Experience using remote desktop tools to troubleshoot and resolve technical problems
Strong customer service skills with the ability to communicate technical information to non-technical users
Ability to work rotating shifts including nights weekends and holidays to support 24/7 operations
Associate degree or equivalent in Information Technology Computer Science or related field or equivalent combination of education and experience
DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A CompTIA Network or equivalent)
Active Secret security clearance or ability to obtain one
United States Citizenship required

Preferred Qualifications:

Information Technology Infrastructure Library (ITIL) Foundation certification or higher
Experience supporting DoD or federal government customers
Experience with Microsoft Windows operating systems and Microsoft Office applications
Experience working in a 24/7 support environment
Familiarity with NIPRNet and SIPRNet environments
Experience with Active Directory account management
CompTIA Security or similar security certification

Benefits:

Health (Preferred Provider Organization (PPO) & High Deductible Health Plan (HDHP) Insurance
Dental
Vision
Short-Term Disability (STD) & Long-Term Disability (LTD)
Basic Life Insurance
401k Company Match & Voluntary Products

Knowesis is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.

Position: Help Desk Support Call Center 24/7 SupportLocation: Alexandria VAWork Environment: On-site with potential for authorized teleworkClearance Required: SecretStatus: FundedKnowesis is currently seeking an exceptional Help Desk Support Call Center Support specialist to join our team and provi...