IT Service Desk

The Service Desk Technician role involves collecting incident information through direct customer interactions and self-service tools. You will assess, triage, research, and resolve basic incidents and requests related to application software and infrastructure components while adhering to Service Level Agreements (SLAs). The role includes documenting resolutions, updating knowledge bases, and alerting management to recurring issues. You will also provide statistics for weekly Service Desk reports on call trends. This position offers hybrid work flexibility after full training.

Responsibilities

• Answer, evaluate, and prioritize incoming requests for assistance via telephone, voice mail, email, and in-person from users experiencing hardware, software, networking, mobile device, and other computer-related issues.
• Communicate progress promptly and engage other service desk resources or appropriate teams to resolve incidents beyond your scope or responsibility by routing incidents as necessary.
• Interview users to collect problem details and guide them through diagnostic procedures to determine the source of errors.
• Troubleshoot issues with operating systems, applications, remote access, email, telephone, and wireless systems.
• Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, escalating complex issues to appropriate teams.
• Define and classify the level, priority, and nature of problems, requests, or issues.
• Open, track, and close trouble tickets while ensuring problem ownership and promoting end-user satisfaction.
• Monitor activities of field engineers assigned to tickets.
• Perform Active Directory account management and RSA token provisioning.

Requirements

• Basic knowledge of systems and procedures gained through prior work experience or education.
• Preferably 3 years of relevant experience; vocational or technical education may be required in addition to work experience.
• Proficiency with Windows 10 operating system.
• Experience in installation, configuration, and troubleshooting of computers.
• Knowledge of help desk call tracking management systems; ServiceNow experience is desired.

Skills

• Strong verbal and written communication skills.
• Excellent customer service skills.

Benefits

• Flexible time off and robust learning resources.
• Comprehensive benefits including healthcare, wellness, financial, retirement, and family support programs.
• Continuing education and time off benefits.

Pay

The proposed salary range for this position is $39,400 - $53,500. Final salary may vary based on factors such as geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education, and certifications.