Enterprise Service Desk Technician
About The Position
The Enterprise Service Desk Technician (ESDT) provides customer service to 30,000+ Enterprise users to ensure account issues are identified and resolved promptly. Aleut Federal is an Alaskan Native-owned enterprise that aims to support its Shareholders, the Unangax, the indigenous people of the Aleutian Islands of Alaska. People are at the core of everything they do. They support their Shareholders by providing excellent service and quality results to their clients and the various branches of the federal government. They engage in local markets, so community service is embedded in their process.
Requirements
- High School Diploma with 2-5 years (or commensurate experience).
- MUST HAVE a verified DoD Top Secret clearance with SCI eligibility on day one.
- Experience with a service ticketing system, Service Now or Remedy.
- Must have current CompTIA Security+ CE certification.
- Good client management skills.
- Good oral and written communication abilities.
Responsibilities
- Delivers Tier 1, Service Desk Level I support consisting of Creating tickets, performing initial troubleshooting, and documenting the steps to resolve an incident.
- Provide basic knowledge and support on the Microsoft operating system and common applications such as Office; diagnose and resolve client-level issues; and understand networking principles, hardware components and exchange, and the use of common ITSM and ITIL service support tools.
- Track assigned and created tickets through resolution.
- Identify and resolve computer system malfunctions and operational problems.
- Contribute to Knowledge Base (KB) articles after incidents are resolved.
- Contribute data and reporting to monthly metrics on service tickets.
- Provide customer satisfaction surveys when incidents are resolved.
- Identify and contribute to resolving recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed the service desk's capabilities to resolve.
- Monitor, comply with, and contribute to Standard Operating Procedures (SOP) documentation.
- Create user accounts using enterprise tools such as DRA (NetIQ).
- Provisioning Jabber accounts and VOIPs.
- Book AF gateways for VTC Bridging.
Benefits
- Health insurance
- Dental/Vision insurance
- Paid Time Off
- Short- and Long-Term Disability
- Life insurance
- 401k and match
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
