Help Desk Tier I Agent

TekSynap•,

1d•$15 - $16•Remote

About The Position

We are seeking a part time Help Desk Tier I Agent to join our team supporting the USDA Forest Service. The Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will not require the individual to possess an IT background but can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of technical experience is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Requirements

1-3 years of experience
Must be able to fluently communicate verbal and written using English. To include emails, deskside support and telephone calls
Maintain any additional certification(s) or training(s) required by the contract
Must successfully pass drug screen
Must be a U.S. Citizen

Nice To Haves

Prior experience in a government consulting services environment is preferred

Responsibilities

Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
Creates, updates and closes out help desk tickets.
Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.
Provide Tier I support for customers, which include incident management activities such as basic fixes, general troubleshooting, and non-invasive corrective actions. The Help Desk will act as the entry point for any and all incidents across the system.
Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the ServiceNOW ticketing system.
Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents.
Responsible for alerting management to recurring problems and patterns of problems.
Assign tickets to Tier 2/3 technicians as necessary.
Coordinate security and situational awareness concerns with TekSynap Management.
Participate in regular team meetings and process improvement projects and training.
Exceptional communication and interpersonal skills to build and maintain professional relationships with our customer base as well as office staff.