Service Desk Agent Tier 1.0

GovCIO is currently hiring for a Service Desk Technician to provide call center support for our federal customer. The position is remote, but due to customer requirements must be in Hancock County, MS or neighboring counties.

Responsibilities

The Service Desk Tech shall perform Tier 1 support services and 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

Preferred Skills and Experience

• MCSA Office 365 certification
• ITIL Foundation certification

Clearance required: Must be able to obtain and hold a public trust clearance

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Posted Salary Range

USD $24.97 - USD $24.97 /Hr.