TIER 1 HELP DESK SERVICE SPECIALIST
US-AL-REDSTONE ARSENAL
Careers (External)
Req #: 8142
Type: Regular Full-Time
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Overview: When you work at Chugach Government Solutions (CGS), you join a proud legacy of supporting missions while sustaining culture. The federal division of Chugach Alaska Corporation, CGS has been supporting critical missions as a government contractor for over 25 years. Our focus is to support facility maintenance, IT/technical services, construction and education. We are proud to have built, and continue to foster, an incredibly talented team spanning across the globe in hundreds of different fields - each team member proud to serve our country with first-class business services, while also making a difference for our Chugach shareholders. At CGS, empowering employees is a part of our core, and that focus is one of the ways we build and foster high-performing teams. We empower our employees through competitive compensation and benefits package, professional growth opportunities, truthful communication, and more! If you are looking for an opportunity to serve something bigger than yourself; if you want your day job to be one that creates meaningful value; if you are looking for an environment that highly values employees and respects individual differences - then Chugach Government Solutions may be the right fit for you! Responsibilities: The service desk is the single point of contact for Army Materiel Command's command and control (C2) and mission/business systems. The Tier I Help Desk Service Specialist provides immediate triage and analysis for the C2 systems to include VTC/teleconference scheduling, Secure Voice applications, briefing and conference room A/V support. Handles >70% of customer issues before escalating to another tier. Qualifications: Essential Duties & Job Functions: * Manages and coordinates the scheduling of UC events as requested by AMC customers. * Utilizes applications and GITOC business processes for recording, monitoring, and tracking incidents, requests, and problems for customers' unified collaboration or mission IT issues. * Receives and responds to customer issues in a variety of ways including, E-mail, telephone, service ticket, and face-to-face. * Receives issue, diagnoses, triages, creates ticket, and either walks the customer through the solution or escalates the issue for resolution. * Receives request, creates ticket, categorizes, and provides solution within a short timeframe. * Provides guidance and resolves >70% of customer issues during the first call (FCR). * Provides priority support for HQ AMC's "Top Six". HQ AMC "Top Six" positions include, Commanding General, Deputy Commanding General, Executive Deputy to Commanding General, Command Sergeant Major, Chief of Staff, and G-3/4. * Coordinates with customers for meetings, ceremonies, teleconferences, VTC conferences. * Provides user assistance for specific systems and applications and elevates as needed. * Possesses knowledge in current hardware and software configurations sufficient to assist customers. * Provides remote assistance to customers in building conference rooms for first call resolution. * Manages and coordinates the scheduling and usage of VTC systems and rooms located in HQ AMC. * Assesses requests for Rooms and VTC systems to best satisfy the customer's request, based on their requirements, room availability, classification, and transmission media. * Works in a constant state of alertness and in a safe manner. * Performs other duties as assigned.
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