Service Desk Technician Level I

Responsibilities

• Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues.
• Offer first line of customer support, and provide information that may be found in Knowledgebase and/or manuals.
• Cooperate and support colleagues and interact with other support groups.
• Analyze information and evaluate results to choose the best solution to solve issues.
• Observe, receive, and otherwise obtain information from any relevant source.
• Resolve technical issues within the policies and guidelines provided.
• Follow the knowledge base and priority matrix for issue resolution.
• Remote diagnostics and troubleshooting client workstations.
• Respond to general inquiries and non-technical questions.
• Provide prompt and courteous customer service.
• Troubleshoot and resolve incidents and problems.
• Provide website navigation assistance.
• Handle password recovery/reset.

Requirements

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• High School Diploma or GED.
• 1 year of IT Support experience, preferably in Help/Service Desk or Call Center environment.
• Experience troubleshooting common technical incidents such as local systems set-up and local network issues.
• Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries.
• Experience with Windows operating system.
• Experience with Microsoft Office O365.
• Punctuality and ability to work in a 24x7x365 environment including weekends and holidays.
• Experience working with customers over the phone.

Qualifications

• ITIL certified (preferred).
• Experience using ITSM Ticketing System (ServiceNow, Remedy, ZenDesk) (preferred).
• Experience using Remote Desktop or other remote assistance applications (BOMGAR, RDP) to troubleshoot end-user incidents (preferred).
• Experience working with DHS or similar federal government agencies (preferred).
• Experience working cohesively in a large team environment (preferred).
• Experience working in a large/enterprise environment (preferred).
• Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.) (preferred).

Physical and/or Mental Qualifications

• Effectively communicate with customers, stakeholders, and technical specialists.