Service Desk Technician

The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff to 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.

• High School Diploma or equivalent
• 0-2 years experience
• Basic understanding of computer systems and how to use them
• Must have, or be able to obtain within six months of hire an ITIL foundation certification, an A+ Certification, and a Helpdesk Institute or Service Desk Institute certification. Certification costs will be reimbursed by GovCIO.

Preferred Skills and Experience

• MCSA Office 365 certification

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