Job Description
Job Description
Job Title
L1 Service Desk (TOP SECRET)
Top Skills Details
Active TOP Secret clearance, Current Sec+ Cert, and HDI-SCA Certification "Candidates have 90 days to get HDI *
1. 0- 6 months of service desk experience or customer service experience for the department of defense / military and a current Sec+.
2. Must demonstrate ability to communicate well with both internal and external individuals, high level of customer service is mandatory
3. Experience providing Tier 1 support, and escalating higher level issues to the appropriate team members.
Description
Our team is seeking a qualified Level 1 service desk technicians to support one of the largest, most collaborative enterprise service desks in the defense space.
Under the Global Service Center, the Tier I Service Desk function handles incidents and requests from mission partners anywhere on the globe. You will :
Provide Service Desk Support to approximately 2.1 million worldwide users using industry best practices and global service desk policy, either directly or indirectly based on application service level agreement requirements.
Most of these users have Level 1 / Tier I support external to DISA.
Provide Service Desk Support Level 1 & Level 2 Tier I. This includes handling of the following interactions : phone calls, e-mails, chat, instant messaging, and texts.
Sources of interactions are from customers and system events.
- Interact and work with a diverse customer base and possess excellent oral / written communications skills as well as perform in a courteous, professional, and project oriented manner.
- Document and update tickets. This may include recording any pertinent information regarding incidents / outages in the daily shift log / journal and preparing monthly shift activity reports for delivery to the appropriate Government Operations Chief.
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