Tier I Service Desk Specialist

Job Summary

The Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. Work is performed under supervision.

Essential Functions

• Manage incidents, problems, and service requests.

  • Create tickets in response to user requests, support tickets created in response to automated alerts and outage/incident information received from external and internal organizations.
  • Associate all incident tickets associated with a problem ticket via the parent-child relationship in the ITSM.
  • Support-incident management: provide impact- and priority-based incident categorization to track progress of all incidents and restore degraded or disrupted services as quickly as possible; escalate tickets based on expertise and appropriate group membership.
  • Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during normal working hours.
  • Monitor voicemails and emails left for the SD.
  • Log incidents and service requests into the ITSM.
  • Ensure that all incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times.
  • Track incidents from first report to remediation.
  • Perform initial diagnosis and analysis of incidents and provide immediate resolution and recovery if possible.
  • Use remote control tools to assist and resolve customer incidents as initial resolution, providing warm handoff escalation of incidents that cannot be immediately resolved.
  • Escalate tickets as required by the applicable Service Level Agreements (SLAs).
  • Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contact and users using government-provided tools and communication methods and continue ongoing communications until the incident has been resolved and all services have been restored.
  • Follow-up on resolved incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction.
  • Work with operational and other teams to ensure final summary, review, analysis, resolution, and lessons learned are documented in incident reports for all major incidents and unplanned service outages, and submit in writing to government management.
  • Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future incidents.
  • Proactively monitor Automated Call Distribution (ACD) calls, incidents, and service request work flows, processes, and queues to immediately identify and address performance issues that will impact the delivery of services to users.
  • Ensure non-IT requests are properly routed to appropriate support organizations.

• Initial telephone call handling:

  • Provide live telephone support during normal working hours.
  • Acknowledge or update user's contact information.
  • Identify the nature of the incident and correctly classify it.
  • Record any additional information into the ticketing system.
  • Assign ticket priority based on severity level matrix.
  • Provide the user with a ticket number.

• Initial email handling:

  • Check for requests coming through email on a regular basis and create tickets based on these requests as required by the appropriate SLAs.
  • Continuously monitor the SD email queue for new requests.
  • Create tickets in a manner that meets and/or exceeds applicable SLA.
  • Verify information with the end user, as required.
  • Provide user with a ticket number.

• Critical events handling:

  • Establish means to accept these events and to track them via ITSM tickets.
  • Manage resolution process in a manner that meets and/or exceeds applicable SLA.
  • Make information about these critical events available to all SD agents for real-time reference.
  • Keep information in the Known Errors database current.

• Ticket updates:

  • Update or ensure that all tickets are updated in a manner that meets the applicable SLAs.
  • Update tickets by adding work log information as required by the applicable SLAs.
  • Maintain status of all open tickets in a manner that meets the SLAs and OLAs.

• Ticket closure:

  • No ticket can be closed without concurrence from the user that the ticket has, in fact, been fully resolved and that the service has been restored.
  • When an issue is resolved, change status of the ticket to "Resolved".
  • Follow up periodically to verify the service meets client expectations; close when completed.

• Incident handling and management:

  • Assume responsibility for resolving incidents in a manner that meets or exceeds the applicable SLAs and OLAs.
  • Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance.
  • Maintain status of all open tickets in a manner that meets the SLAs and OLAs.

• Problem handling and management:

  • Continuously review incident data as well as other sources of information to identify trends that may lead to discovery of a common cause of incoming incidents.
  • When such a cause is determined, create a problem ticket and link all related incident tickets to it.
  • Upon resolution of the problem ticket, update all related incident tickets.

• Request fulfillment (service request management):

  • Receive requests from a variety of sources including user or technician telephone call and voicemail, user or technician email, and user or technician walk-in.
  • Log and track requests for IT components and services.
  • Log service requests into the ITSM and track their resolution.
  • Maintain processes that coordinate delivery of IT assets directly to customers and office equipment custodians.

• Ticket ownership:

  • Assume responsibility for incident, problem, and service request resolution regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.

• User notification:

  • Notify users about planned maintenance windows and outages via emails.

• Remote desktop management:

  • Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as GoToAssist.

• Application support:

  • Assist users with configuration, troubleshooting, and answering "how-to" questions related to usage of standard and other approved applications.

• Assistive technology user support:

  • Assist users with using assistive technology tools, such as Windows' Ease of Use and Jaws.

• On-line collaboration tool support:

  • Support use and management of provided on-line collaboration solutions such as WebEx by assuming responsibility for scheduling meetings, managing usage, and providing user support.
  • Provide limited how-to and scheduling assistance.

  Requirements

  • Must have (or be willing to obtain as a condition of employment): Current Microsoft Certified exam qualifying you as a Microsoft Office Specialist (MOS).

  Our Profile

  We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

  About NuAxis

  NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!