Service Center Technician I

Goldbelt, Inc.•Albuquerque, NM

About The Position

Goldbelt Nighthawk offers sound solutions in software development and both defensive and proactive cybersecurity. Nighthawk offers an integrated, holistic cybersecurity workforce that is enthusiastic, continuously learning, and progressive. The team is fully committed to implementing dynamic cybersecurity solutions that effectively address the needs of customers. Nighthawk’s flexibility and expertise across the cybersecurity field provides customized solutions to our customer's unique needs. The Service Center Technician I shall perform professional Service Center/call center services to DOI/IA users and log all Incidents in the Service Center Ticketing System. The goal of the DOI/IA Service Center is to address all IT issues and resolve as many incidents without escalation to other service groups. The Service Center Technician handles Tier 1 IT technical support requests, manage and document customer support issues, remediation and customer satisfaction using a structured system for task resolution, while maintaining favorable customer relations by handling requests in a tactful and professional manner. The goal for this group is to handle 60% to 70% of the user problems before escalating the issue to a higher tier. Preference will be given to Alaska Native and/or American Indian applicants.

Requirements

Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues.
Familiarity with standalone and network computers and associated peripheral devices.
Must have excellent hearing, vision and hand-eye coordination.
High School Diploma or GED.
Microsoft Office (Word, Excel, PowerPoint) experience.
Minimum of six months computer support experience.
Must be able to obtain a Government Public Trust clearance.
Must be able to pass a full criminal record background check, to include a credit check and drug/alcohol screening.

Nice To Haves

Public trust and/or government security clearance highly desirable.
CompTIA or equivalent.
IT Infrastructure Library (ITIL) version 4.
Preference will be given to Alaska Native and/or American Indian applicants.

Responsibilities

Provide initial support level for basic customer issues by gathering the customer information and to determine the issue by analyzing the symptoms and figuring out the underlying problem. Identifying what the customer is trying to accomplish is important for a technician to analyze so that time is not wasted on attempting to solve a symptom instead of a problem.
Provide troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, and assisting with navigating application menus.
Receive and respond to customer telephone calls concerning general inquiries, “How To” assistance, or specific problems regarding any OIMT function defined within the performance work statement.
Shall accept and process all customer Incident, Problem, and Change Tickets.
Shall assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software to include commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues.
Whole site outages, intermittent connectivity and network response degradation issues shall be escalated in accordance with documented ticket escalation procedures.
Shall continuously take proactive steps to reduce ticket escalations by adapting new trends, and changes to customer support requirements.
All calls, faxes, and emails shall be documented in Service Center Ticket System.
Shall keep the customer informed during the troubleshooting and resolution period until the ticket is closed.
For Monitor Problem Notifications, review and monitor all network status messaging systems and software in place to determine current system and network status. Shall maintain an awareness of all reported issues that can potentially affect DOI/IA services. Notification systems / software will include Service Center Ticket System, voicemail, email status reports, intranet and other means of customer notification. Should the Service Center Technician require additional assistance in determining nature of a call, work directly with the Federal Functional Lead for support.
Shall determine and document the scope, impact, and urgency of the problem based on DIO documentation.
Shall comply with Service Center Severity levels and response time.
Shall apply temporary fixes where appropriate while permanent solutions are developed.
Shall communicate to the customer the direction the resolution efforts are going and give the customer the Ticket number to allow them to follow-up on any progress made.
Should the Service Center Technician require additional assistance in determining nature of a call, work directly with the Federal Functional Lead for support.
Follow basic procedures and scripts. More complex customer inquiries may be passed to higher level Service Center Technicians.
For the Remote Configuration and Administration, use Government furnished software to provide remote assistance, troubleshooting, and problem resolution for desktop computer, Network Attached Storage, network printer, and other devices where remote assistance through the DOI/A network is possible. Current approaches include Microsoft Remote Desktop Functionality, Microsoft Remote Desktop Assistant and the use of DameWare.
The Service Center Technician must be committed to seeing the incident through to resolution per established standards of similar incidents for all Service Center Ticket Application Incident Tickets opened in their queue, and within their scope, to achieve customer satisfaction. When required Shall coordinate efforts with other DOI/IA government offices to resolve the incident promptly. If it is determined to be another DOI/IA government office’s responsibility, notify them of the incident and assign the ticket to that specific entity. Shall determine that entity’s information requirements and shall ensure that all necessary information is documented in the ticket.
Follow-up with customers, vendors, or DOI/IA constituents, as required, to resolve problems. Shall update Incident Tickets any time with the following: (a) resolution efforts have been taken, (b) a change in the status or impact of the problem has occurred, (c) any contact with a customer, vendor, or DOI/IA constituent has been made, or (d) as regulated by the priority of the ticket or service target date and accompanying text description. Customer contact and follow-up shall be provided as negotiated with the customer. The frequency of updates and follow-up, based on the priority of the ticket, are listed. Shall document and maintain an audit trail of the complete problem resolution.
Update and close appropriate Incident Tickets. All steps taken to resolve the issue must be completely documented in the ticket. Shall review the original problem description and resolution to ensure they appropriately match. If the customer reported the original problem incorrectly, the problem description shall be changed to match the resolution.
Open an Incident Ticket and associate all related issues to this ticket. When multiple incident reports related to the same failure are received, document the call and log all necessary information into Service Center Ticketing Application. Shall open an incident Ticket at the request of another DOI/IA constituent who is informing the OIMT of a distributed client/server or telecommunication Incident trend. Shall associate all new related tickets to this incident Ticket based on criteria identified by the DOI/IA constituent.
Continue to follow up on the progress of Incident Tickets opened by the Service Center Technician but assigned to another constituent for resolution. Shall monitor its progress and escalate any lack of service, repeatedly missed required ticket updates, or other service delivery issues, to the Federal Functional Lead to ensure customer satisfaction.
Coordinate, when directed, formal, and informal, meetings and consultations among DOI/IA constituents, third party vendors, and management to address unresolved complex problems, overlapping constituent ownership, and trends involving service delivery issues.
Follow current and newly developed specialized procedures based on problem types, urgency and priority. Such procedures will often require special notifications, reports and paging on escalation or transfer. For each problem report, will determine whether a specialized procedure is indicated or not. If so, will follow DOI/IA’s established specialized procedures.
Prepare a report detailing all open high impact-high urgency issues encountered up to the time of the report creation and submit it to the high impact-high urgency distribution list. Shall produce high impact-high urgency report that shall contain the most up to date information at the time of delivery. The morning high impact-high urgency report shall be created between 06:30 A.M. MT and 7:30 A.M. MT and delivered no later than 7:30 A.M. MT. The afternoon Severity-1 Report shall be created between 2:00 P.M. MT and 3:00 P.M. MT and delivered no later than 3:00 P.M. MT. High impact-high urgency reports are to be sent to the Government Task lead, or their designated representative.
Provide Tier I application-specific Service Center support to assist users in the functionality and use of the applications. Application support shall include (but not limited to) commercial software and DOI/IA - specific hardware and software.
Assist with password resets for all DOI/IA applications and IT systems users when appropriate authorization is present.
Assist with establishing new user accounts for all DOI/applications and IT systems users when appropriate authorization is present.
Customer Satisfaction Surveys are done on all tickets through the use of automated means. Shall review all surveys daily and provide a daily report on any negative feedback with the customer to the Federal Functional Lead. Other reports such as monthly, semi-annual or ad hoc as approved by the Federal Functional Lead, shall be sent out to all customers.
On a semi-annual basis, will review and update current Customer Satisfaction Survey questions and submit them to the Government Task Lead for review, comments, and approval.
Document any customer complaints received by phone or email regarding undelivered services from the Service Center Technician, vendors, and DOI/IA constituents within 24 hours of the complaint. Shall provide a daily report of customer complaints to the Federal Functional Lead.
Provide problem analysis and statistical reports as required by DOI/IA to include statistics on new systems deployed, and general call/problem statistics and trending. Identify and deliver new reports required to analyze trends affecting call intake volume or problem resolution performance.
Open tickets daily 100% of the time using the DOI/IA Service Center ticketing system. All tickets will be opened and managed according to the Service Center SOP and DOI/IA service delivery standards.
Document current procedures which relate to the tasks listed in this Task.
Work with other staff in developing and documenting new procedures for the tasks listed in this Task.