Service Desk Technician Level 1

Abacus Solutions Group • Fort Shafter, HI

122d • $29

About The Position

Abacus Solutions Group is built on shared core values, emphasizing the importance of being difference-makers, passionate about serving, and maintaining integrity in all actions. The company seeks individuals who align with these values, as they are fundamental to the team's culture and success.

Requirements

• DoD Approved 8570.01 Level I certification (such as CompTIA A+) - assistance in training to obtain the exam may be provided.
• Excellent customer service skills - experience from the Information Technology field is not necessary.
• Ability to learn and perform the responsibilities listed above.

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.

Benefits

• Starting pay is $29.16/hr.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Number of Employees: 101-250 employees