L1 Help Desk Support
About The Position
Our team is seeking a qualified help desk Support technicians to support one of the largest, most collaborative enterprise service desks in the defense space. Under the Army Enterprise Service Desk, the System Support function handles incidents and requests from mission partners anywhere on the globe. You will: - Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. - Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. - Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. - Escalates complex problems to higher tiers as required. - Documents all customer interactions within a ticketing system.
Requirements
- Help desk support
- Troubleshooting
- Customer service
- Service desk
- Windows 10
- Active directory
- Office 365
- Ticketing system
- Phone support
- This candidate is required to obtain a Security Clearance and/or have an active Secret Security Clearance.
- Communication, ability to work well with a team will be very important for this position.
Nice To Haves
- Past DOD experience will be a plus.
- Intellectual curiosity, agents who come in wanting to learn will prosper
- Transitioning veterans and Military spouses have had tremendous success in the organization.
Responsibilities
- Resolve technical problems (Tier 1) and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
- Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalates complex problems to higher tiers as required.
- Documents all customer interactions within a ticketing system.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
