Secret Service Desk Admin

Provides user support and customer service on government customer computer applications and platforms. Troubleshoots problems and advises on the appropriate action. Answers calls and creates tickets for user issues and requests. Responds to user requests via phone and email. Escalates tier 2 and tier 3 issues to supervisor and/or technical lead. Tracks all issues to closure.

• Configures and supports (remotely) desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Configures IT devices for secure operation, including installation of software, security and software updates, and other configurations remotely as required.
• Diagnoses hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Provides remote software support for users of customer-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals.
• Supports customer proprietary software.
• Provides virtual assistance sessions with users remotely.
• Develops technical how-to’s for review and inclusion as a knowledge base article.
• Ability to professionally handle high pressure events and with challenging users.
• Answers user calls, processes user emails, voicemails, and self-service portal requests.
• Updates interactions in ServiceNow and addresses by creating Incidents, Service Requests and/or closes interactions as laid out in ticket handling procedures.
• Performs diagnostics, analysis, fixes, or other actions to resolve user issues and/or requests.
• Follows set policies and procedures when assisting users to ensure proper handling of requests.
• Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures), Knowledge Base Articles (KB’s), and Training manuals for Tier I support.
• Works with Tier I/II/III and other groups to resolve technical problems.
• Maintains a professional attitude providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when needed.
• Supports continuous improvement in the process and quality of the operations by identifies items for possible improvement and/or automation.
• Participates in troubleshooting of issues with the drive towards root cause identification and resolution.
• Logs, verifies, and updates, as necessary, user profiles for incidents and service requests using the current IT Service Management tool (ServiceNow).
• Ensures incidents and service requests are properly escalated and assigned to appropriate individual/groups.
• Maintains ownership of the incident until resolved or assigned to another group.
• Communicates with users concerning the status of incidents and service requests.
• Compiles data through incident entry that will be used for management information and reporting.
• Executes the day-to-day activities of the Incident Management Process.
• Performs QA and resolution of incidents.
• Forwards unhappy customers to the proper escalation point.

5+ years of technical support experience in current desktop and laptop computers and Microsoft Windows 10/11 operating and 3+ years of technical support experience in the Microsoft Office suite and ServiceNow

• Experience using ticketing system (prefer ServiceNow)
• Experience with remote software
• Experience mentoring entry level staff
• Proven ability to meet and/or exceed Service Level Agreements
• Strong customer service and end user equipment support skills
• Strong written and oral communications required.

Nice to Have Skills & Experience

• Associate’s Degree
• ITIL foundations certification or the ability to obtain certification within 6 months
• One or more of the following certifications is desired:
• CompTIA Security+
• CompTIA Network+
• CompTIA A+
• HDICSC: HDI Desktop Support Technician -Microsoft 365 Certified: Modern Desktop Administrator Associate

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.