Service Desk Technician Level 1

Abacus Solutions Group • Fort Huachuca, AZ

288d

About The Position

Abacus Solutions Group is built on shared core values that emphasize making a difference, serving others, and maintaining integrity in all actions. We are looking for individuals who align with these values and are passionate about providing excellent customer service. As part of our team, you will have the opportunity to make a significant impact in every interaction, ensuring that our customers and coworkers feel valued and supported.

Requirements

• DoD Approved 8570.01 Level I certification (such as CompTIA A+) - we may provide assistance in training to obtain the certification
• Excellent use of the English language both verbal and written
• Excellent customer service skills
• Demonstrate the ability to be a quick learner
• While we provide training for this position, we prefer to hire candidates with a technical support background and/or education

Responsibilities

• Respond to and resolve customer requests related to software, hardware, and network operations difficulties by providing fast, efficient, and friendly customer service.
• Assist with managing escalated customer issues and create 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 customers informed of resolution steps if a 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 101-250 employees