Service Desk Technician

CACI•Oklahoma City, OK

10d•Hybrid

About The Position

As a Service Desk Technician, you are responsible for the collection of incident information through customer conversation and self-service support tools. You will conduct initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. You will execute against established Service Level Agreements (SLA), document resolutions, and update self-help and staff knowledge bases. You will also alert management to recurring problems and patterns of problems and provide statistics for the weekly Service Desk report on call trends. Once fully trained, this role can be worked in a hybrid situation.

Requirements

Requires basic job knowledge of systems and procedures obtained through prior work experience or education.
Proficiency with Windows 10 operating system.
Experience and knowledge of installation, configuration, and troubleshooting of computers.
Knowledge of help desk call tracking management systems.

Nice To Haves

Preferably has 3 years of experience.
May require vocational or technical education in addition to related work experience.
ServiceNow desired.
Strong verbal and written communication skills
Excellent customer service skills.

Responsibilities

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, mobile device, and other computer-related technologies.
Communicates promptly on progress and engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Troubleshoots problems with operating systems, applications, remote access, email, and telephone and wireless issues.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to appropriate team.
Defines and classifies level, priority and nature of problem, request and/or issue.
Responsible for opening, tracking and closing trouble tickets.
Ensures problem ownership and promotes end-user satisfaction.
Tracks activities of field engineers to whom tickets were assigned.
Active Directory account management and RSA token provisioning.