Job Details

A top government integrator is currently seeking a Service Desk Technician to join their growing team remotely. In this role, the Service Desk Technician will provide software, hardware, and network problem resolution for end users.

Responsibilities:

• Provide technical support to customers for a wide range of computer-related issues
• Actively listen to customer problems and be able to document them appropriately
• Follow-up with customers to ensure problems have been resolved
• Update the knowledge base with process changes and recommended solutions
• Provide software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
• Provide troubleshooting support to End-Users regarding their IT issues. such as PC set-ups, log-in issues, and password resets
• Utilize ServiceNow to create requests and incidents, call data capturing (detailed troubleshooting steps), and follow knowledge-based documentations
• Resolve problems or contact more senior technical support, as necessary
• Support users by fulfilling individual requests for information and/or training in the utilization of the various databases available
• Conduct technical research for source of information required in support of requests for information related to ongoing programs and proposal efforts
• Instruct users in the use of PCs and networks
• Perform basic PC, PBX, and network software programming
• Interact with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem

• 1+ years of experience working in a Call Center environment
• Experience working with a ticketing system
• Extensive knowledge of MS Office (2007 to present) beyond basic personal use required
• Familiarity with technical infrastructure, including LAN's, WAN's, and servers
• Ability to maintain a pleasant demeanor with all customers
• Ability to conduct Knowledge Base searches to pull the correct information for the problem presented
• Experience working remotely or independently

• A+/Security+ certification
• ServiceNow ticketing experience
• Prior Help Desk experience
• Experience with a virtual private network