IT Service Desk Technician

Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required. Resolve problems with or without remote tools. Consistently achieve First Contact Resolution performance metric. Accurately document calls and cases. Be aware of customer’s time restraints and work within those time limits. Keep customer aware of resolution steps if ticket needs to be dispatched. Provide clients with problem reference numbers and request numbers. Enter all troubleshooting/resolution steps into the trouble ticket. Manage time and workload to meet predetermined service levels.

CompTIA A+ Certification Excellent customer service skills Technical knowledge and experience

Security Clearance / Background Check:

Department of Defense Secret Security Clearance or be able to acquire one; We can sponsor you Must be able to pass standard background check and drug screening

Hours: This is a 24/7/365 operation candidates must be willing to work rotating shifts