Service Desk Agent

ASM Research

3d•Onsite

About The Position

The individual will perform hourly data ingests and respond to Tier 1 and 2 tickets onsite in support of a live, production technology. The role involves 8 hour shifts at the client site in Falls Church, VA. The shifts are 3pm -11pm. Manages manual data ingests occurring on average once every 30 minute Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information. Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate. Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues. Performs incident notification and escalation of problems/request/issues to responsible party. Performs follow up on all incidents with customer to provide exceptional customer satisfaction. Follows defined process to document problems within tracking software and database. Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement. Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals. Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism. Other supporting duties, as directed. Willingness to work overtime and varying hours as required.

Requirements

AS or BS degree in computer\information systems or related field.
2-5 years of applicable work experience
Must have an active Secret security clearance
Must have an active or be able to obtain Security+ Certification
Must be a U.S. citizen
Must work on client-site in Fall Church, VA
Excellent customer service skills
Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times
Excellent communication and interpersonal skills
Good problem solving and analytical skills
Proven analytical and problem-solving abilities
Ability to work well within a team

Nice To Haves

Industry certifications. (A+, Network+, Microsoft, Apple, Linux, Cisco, ITIL, DoD)
Knowledge of Amazon Web Services (AWS)

Responsibilities

Manages manual data ingests occurring on average once every 30 minute
Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information.
Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.
Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
Performs incident notification and escalation of problems/request/issues to responsible party.
Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
Follows defined process to document problems within tracking software and database.
Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement.
Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals. Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
Other supporting duties, as directed.
Willingness to work overtime and varying hours as required.