Service Desk Agent

Job Description

Performs hourly data ingests and responds to Tier 1 and 2 tickets onsite in support of a live, production technology. The role involves 8-hour shifts at the client site in Falls Church, VA. The shifts are 3pm -11pm. Manages manual data ingests occurring on average once every 30 minutes.

• Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information.
• Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate.
• Escalates to more senior team members as appropriate.
• Affords assistance with monitoring and tracking incidents.
• Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation of problems/request/issues to responsible party.
• Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
• Follows defined process to document problems within tracking software and database.

Minimum Qualifications

• AS or BS degree in computer\information systems or related field.
• 2-5 years of applicable work experience.
• An active Secret security clearance.
• A Security+ Certification.
• To work on client-site in Fall Church, VA.

Other Job Specific Skills

• Excellent customer service skills.
• Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times.
• Excellent communication and interpersonal skills.
• Good problem solving and analytical skills.
• Prominent analytical and problem-solving abilities.
• Ability to work well within a team.