Service Desk Technician (Business, clearance Sponsorship)Job Category : Information TechnologyTime Type : Full timeMinimum Clearance Required to Start : TS / SCI with PolygraphEmployee Type : RegularPercentage of Travel Required : NoneType of Travel : None*
Description :
The Service Desk Technician will provide frontline support and act as the primary point of contact for large Government organization with diverse customers.
Service Desk Technicians will provide the highest quality customer care with every interaction. Require effective customer services skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes.
Must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.
Job duties include :
Supporting a 24x7 world-class service center
Provides first level support for inbound incidents and Service Requests
Provide frontline phone and email support related to system and application issues
High comfort level working with technology at a fast pace
Ability to quickly route issues according to issue type and severity
Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone
Qualifications :
1+ year of experience in helpdesk support and or networking
BA / BS
Customer service and / or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
Ability to work rotating shift-work
Degree or equivalent work experience
Experience working with helpdesk ticketing tools and knowledge base resources
Experience troubleshooting Microsoft Desktop Operating Systems
Experience with server and or desktop virtualization
Experience with networked storage
Preferred certifications :
CompTia A+
CompTia Server+
CompTia Network+
HDI Customer Help Desk Analyst
Microsoft Office Specialist
Clearance :
Must be obtainable : TS / SCI w / active Polygraph
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