Tier 1 Help Desk

G2 Innovative Solutions Inc•Scott Air Force Base, IL

7d•$15•Remote

About The Position

G2IS is seeking a motivated, career and customer-oriented Tier 1 Help Desk Analyst to ensure success of the SRC contract deliverables. The Tier 1 Help Desk Analyst support shall include SRC Tier I call resolution. Must be available to work multiple shifts. MUST BE Within 75 Miles from Scott Air Force Base in O'Fallon, IL. Pay Rate is $15.00 per hour. Overall SRC Responsibilities: Tier 1 Help Desk Analyst will use the ticketing software (presently ServiceNow) to track all help being provided and will provide operational and technical support to DoD based program users. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed. Position Responsibilities Duties include gathering customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in SDDC’s customer relationship management (CRM) ticketing system to provide you, the Tier 1 Help Desk Analyst, an effective customer identity management approach. Requests coming into the SRC are received via phone, email, and other means. Our phone system call management solution, with automated call distribution, directs customers to the appropriate Tier 1 Help Desk Analyst based on customer’s responses and areas of expertise of the Tier 1 Help Desk Analyst. Other duties: Tier 1 Help Desk Analyst maintains contact with their entire SRC TEAM using various technology tools. Researches, identifies, and resolves problems based on training, best practices, and use of knowledge-based articles. Reviews system documentation to acquire an understanding of the specific functions. Logs all inquiries into the CRM system. Coordinates problem calls with appropriate staff in order to correct the problem. Must be available and have the flexibility to work the assigned shift given on a quarterly basis.

Requirements

2 Years of Customer Service Experience – Required
Excellent communication, collaboration and customer service skills - Required
Working Knowledge of Microsoft Office Applications - Required
High School Diploma or GED Equivalent - Required
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information
MUST BE Within 75 Miles from Scott Air Force Base in O'Fallon, IL
Must be available to work multiple shifts

Nice To Haves

Knowledge and utilization of ServiceNow application - Desired
Knowledge of the Defense Personal Property System - Desired
Associates degree: AA/AS and 1 year of experience – Desired

Responsibilities

Tier 1 Help Desk Analyst will use the ticketing software (presently ServiceNow) to track all help being provided
Provide operational and technical support to DoD based program users
Gather customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in SDDC’s customer relationship management (CRM) ticketing system
Maintain contact with their entire SRC TEAM using various technology tools
Research, identify, and resolve problems based on training, best practices, and use of knowledge-based articles
Review system documentation to acquire an understanding of the specific functions
Log all inquiries into the CRM system
Coordinate problem calls with appropriate staff in order to correct the problem
Must be available and have the flexibility to work the assigned shift given on a quarterly basis