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Service Desk Technician

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Overview:
GovCIO is currently hiring for a Service Desk Technician to provide call center report for our federal customer. This position is located in will be a remote position. Due to customer requirements, the employee must be located in Hancock County, MS or adjacent counties. Travel to and from a customer site may be required for computer setup and service.
Responsibilities:
The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff to ensure that service levels are achieved. The hours of operations are 24 hrs/7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following:
  • Responds to and diagnoses incidents through discussions with users.
  • Provides support to end users on a variety of issues.
  • Identifies, researches and resolves technical problems.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Documents, tracks, and monitors problems to ensure timely resolution.
  • Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify the root cause.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommend systems modifications to reduce user problems.
  • Operate within the SD AQL’s, first call resolution, and speed of answer.
  • Perform password resets on applicable systems.
  • Collect information from callers and ensure that tickets are promptly and accurately documented in the applicable ticketing system.
  • Utilize the knowledge base to guide callers through resolution of reported issues.
  • Ensure that all email service requests are processed within acceptable contractual limits.
  • Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.
  • Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.
Qualifications:
Required Skills and Experience
  • High School Diploma or equivalent
  • 0-2 years experience
  • Basic understanding of computer systems and how to use them
  • Must have, or be able to obtain within six months of hire an ITIL foundation certification, an A+ Certification, and a Helpdesk Institute or Service Desk Institute certification. Certification costs will be reimbursed by GovCIO.
Preferred Skills and Experience
  • MCSA Office 365 certification
Clearance required: Must be able to obtain and hold a public trust clearance
Posted Salary Range: USD $24.97 - USD $24.97 /Hr.
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