Help Desk Support Technician

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
• Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
• Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
• Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems
• Accept and process virtual call inquires for hardware and software,
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
• Gather information and follow required diagnostic procedures.
• Adhere to the Standard Operating Procedures (SOP).

• Ability to obtain a Public Trust clearance.
• Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.
• Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.
• Minimum of one year of IT call center support experience required.

• Ticketing system knowledge/experience (ServiceNow, Remedy or any other ticketing system).

Compensation: Anticipated hourly rate range is $19.00-$21.00 per hour.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.