Help Desk Support Technician

Role Overview

• The Initial Call Intake function provides detailed interaction/incident documentation of reported problems utilizing the incident management system.
• Documentation in the incident management system is required for both real-time voice and virtual reported problems.
• Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
• Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
• Customer Service Representatives also utilize operational communications systems to communicate real-time events to management and customers as required.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems.
• Accept and process virtual call inquiries for hardware and software.
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
• Gather information and follow required diagnostic procedures.
• Adhere to the Standard Operating Procedures (SOP).

Requirements

• Ability to obtain a Public Trust clearance
• Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification
• Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers
• Minimum of one year of IT call center support experience required
• Desired skills: Ticketing system knowledge/experience (ServiceNow, Remedy or any other ticketing system)

Tech Stack

• ServiceNow
• Switching
• TCP/IP
• VoIP

Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Short-Term Disability
• Long-Term Disability
• 401(k) Match
• Health Savings Account
• Flexible Spending Account
• Training Reimbursement
• Education Assistance
• Paid Time Off
• Holidays