Service Center Technician II

About the role

The Service Center Technician II position at Chenega Military, Intelligence & Operations Support (MIOS) involves providing professional Service Center/call center services to DOI/IA users and logging all Incidents in the Service Center Ticketing System. The goal is to address all IT issues and resolve as many incidents as possible without escalating to other service groups.

Responsibilities

• Receive and respond to customer telephone calls concerning general inquiries, “How To” assistance, or specific problems regarding any OIMT function defined within the performance work statement.
• Accept and process all customer Incident, Problem, and Change Tickets.
• Aid customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software, including commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues.
• Take proactive steps to reduce ticket escalations by adapting to new trends and changes in customer support requirements.
• Perform other duties as assigned.

Requirements

• High school diploma or GED equivalent
• 3+ years of relevant experience
• Background check

Knowledge, Skills, and Abilities

• Ability to work nights, weekends, and holidays as required
• Excellent organizational, presentation, and customer service skills
• Ability to efficiently and effectively identify and solve project issues

Qualifications

None specified in the job posting.

Skills

Not specified in the job posting.

Benefits

Not specified in the job posting.

Pay

Not specified in the job posting.

Schedule

Not specified in the job posting.