Service Desk Technician
US-MS-Kiln
Careers (External)
Req #: 8283
Type: Full-Time SCA
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Overview: GovCIO is currently hiring for a Service Desk Technician to provide call center report for our federal customer. This position is located in will be a remote position. Due to customer requirements, the employee must be located in Hancock County, MS or adjacent counties. Travel to and from a customer site may be required for computer setup and service. Responsibilities: The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff to ensure that service levels are achieved. The hours of operations are 24 hrs/7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following: * Responds to and diagnoses incidents through discussions with users. * Provides support to end users on a variety of issues. * Identifies, researches and resolves technical problems. * Responds to telephone calls, email and personnel requests for technical support. * Documents, tracks, and monitors problems to ensure timely resolution. * Provides first-tier support to end users for either PC, server or mainframe applications or hardware. * Interact with network services, software systems engineering, and/or applications development to restore service and/or identify the root cause. * Simulates or recreates user problems to resolve operating difficulties. * Recommend systems modifications to reduce user problems. * Operate within the SD AQL's, first call resolution, and speed of answer. * Perform password resets on applicable systems. * Collect information from callers and ensure that tickets are promptly and accurately documented in the applicable ticketing system. * Utilize the knowledge base to guide callers through resolution of reported issues. * Ensure that all email service requests are processed within acceptable contractual limits. * Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones. * Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately. Qualifications: Required Skills and Experience * High School Diploma or equivalent * 0-2 years experience * Basic understanding of computer systems and how to use them * Must have, or be able to obtain within six months of hire an ITIL foundation certification, an A+ Certification, and a Helpdesk Institute or Service Desk Institute certification. Certification costs will be reimbursed by GovCIO. Preferred Skills and Experience * MCSA Office 365 certification Clearance required: Must be able to obtain and hold a public trust clearance
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