Service Desk Technician Level 1
About The Position
We are seeking a Service Desk Technician Level 1 to provide telephone technical support for hardware, systems, sub-systems, and applications to our global customers. This role involves fielding questions about installation, operation, configuration, customization, and usage of assigned products. You will apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions for common failures. Complex problems will be escalated to a higher level of expertise within the organization. Our service desk facility is state-of-the-art and located in Florence, Colorado, a community known for its outdoor activities and patriotic spirit. We are committed to delivering "technology services excellence" and protecting what matters most as Vigilant Defenders.
Requirements
- DoD Approved 8570.01 Level I certification (such as CompTIA A+) - we may provide assistance in training to obtain the exam
- Excellent customer service skills
- Willingness to work rotating shifts in a 24/7/365 operation
- Department of Defense Secret Security Clearance or ability to acquire one (sponsorship available)
- Ability to pass a standard background check and drug screening
Responsibilities
- Respond to and resolve customer requests related to software, hardware, and network operations difficulties with fast, efficient, and friendly customer service.
- Assist with managing escalated customer issues and creating updates to process and procedure documentation as required.
- Resolve problems with or without remote tools.
- Consistently achieve First Contact Resolution performance metric.
- Accurately document calls and cases.
- Be aware of customer's time restraints and work within those time limits.
- Keep customer aware of resolution steps if ticket needs to be dispatched.
- Provide clients with problem reference numbers and request numbers.
- Enter all troubleshooting/resolution steps into the trouble ticket.
- Manage time and workload to meet predetermined service levels.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
