Job Details

Job Description:

Overview

Seeking a Service Desk Technician to provide Tier 1 call center support for a federal customer. This position is hybrid and based in Kiln, MS.

Responsibilities

• Provide Tier 1 services by working directly with the Service Desk and staff to ensure service levels are met.
• Respond to and diagnose incidents through discussions with users.
• Support end users on a variety of technical issues, including PC, server, or mainframe applications and hardware.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email, and personnel requests for support.
• Document, track, and monitor incidents to ensure timely resolution.
• Interact with network services, software engineering, or applications development teams to restore service or identify root causes.
• Simulate or recreate user problems to troubleshoot operating difficulties.
• Recommend systems modifications to reduce recurring issues.
• Operate within Service Desk performance metrics, including first call resolution and speed of answer.
• Perform password resets on applicable systems.
• Collect caller information and ensure tickets are accurately documented in the ticketing system.
• Use the knowledge base to guide callers through problem resolution.
• Ensure email service requests are processed within contractual limits.
• Support Tier 1 email team cross-training for phone support when needed.
• Acknowledge every contact, document accurately, and resolve or escalate issues as appropriate.

• High school diploma or equivalent.
• 02 years of relevant experience.
• Basic understanding of computer systems and their use.

• MCSA Office 365 certification.
• ITIL Foundation certification.
• Ability to obtain and maintain a Public Trust clearance.