Service Desk Technician

Govcio LLC•Kiln, MS

10d•Remote

About The Position

GovCIO is currently hiring for a Service Desk Technician to provide call center support for our federal customer. This position is located in will be a remote position. Due to customer requirements, the employee must be located in Hancock County, MS or adjacent counties. Travel to and from a customer site may be required for computer setup and service.

Requirements

High School Diploma or equivalent
0-2 years experience
Basic understanding of computer systems and how to use them
Must have, or be able to obtain within six months of hire an ITIL foundation certification, an A+ Certification, and a Helpdesk Institute or Service Desk Institute certification.

Nice To Haves

MCSA Office 365 certification
Must be able to obtain and hold a public trust clearance

Responsibilities

Perform Tier 1 services by working directly with the Service Desk and staff to ensure that service levels are achieved.
Respond to and diagnose incidents through discussions with users.
Provide support to end users on a variety of issues.
Identify, research and resolve technical problems.
Respond to telephone calls, email and personnel requests for technical support.
Document, track, and monitor problems to ensure timely resolution.
Provide first-tier support to end users for either PC, server or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify the root cause.
Simulate or recreate user problems to resolve operating difficulties.
Recommend systems modifications to reduce user problems.
Operate within the SD AQL’s, first call resolution, and speed of answer.
Perform password resets on applicable systems.
Collect information from callers and ensure that tickets are promptly and accurately documented in the applicable ticketing system.
Utilize the knowledge base to guide callers through resolution of reported issues.
Ensure that all email service requests are processed within acceptable contractual limits.
Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.
Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.