Tier 1 Service Desk Specialist

IQUASAR LLC

3d•$21 - $24•Remote

About The Position

iQuasar LLC has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk. Work is performed under the supervision. We are seeking a Tier 1 Service Desk Specialist for a contract position.

Requirements

High School Diploma or GED (required)
Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive
Windows 10/11 operating systems
Active Directory user administration: Password resets, Account unlocks, Basic user account updates
Common desktop hardware: Laptops, Desktops, Printers, Monitors, Mobile devices
Network fundamentals: VPN connectivity, Wi-Fi troubleshooting, Basic TCP/IP concepts
ServiceNow or equivalent ITSM ticketing system
Strong verbal and written communication skills
Ability to communicate technical information to non-technical users
Ability to handle high call volumes professionally
Experience documenting incidents and requests accurately
Strong organizational and multitasking abilities
Ability to work in a metric-driven environment
Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Nice To Haves

CompTIA A+
HDI Support Center Analyst (HDI-SCA)
ITIL 4 Foundation
Microsoft 365 Fundamentals (MS-900)

Responsibilities

Receive calls made to a single phone number (provided by the government), via email, self-service portal, live chat, or contacting on-site support personnel. Future possibilities may include texting.
Provide impact- and priority- based Incident categorization in order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.
Provide live telephone support during Normal Working Hours. Accept Users' requests for service, record the request, and attempt resolution. If the agent handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel.
Check for requests coming through email on a regular basis and create tickets based on these requests as required by the appropriate SLAs.
Establish means to accept critical events and to track them via ITSM tickets.
Manage resolution process for critical events in a manner that meets and/or exceeds applicable SLA.
Make information about critical events available to all SD agents for real-time reference.
Update or ensure that all tickets are updated in a manner that meets the applicable SLAs.
No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored. When an issue is resolved, change the status of the ticket to "Resolved." Follow up periodically to verify the service meets client expectations; close when completed.
Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.
Continuously review Incident data as well as other sources of information to identity trends that may lead to discovery of a common cause of incoming incidents. When such a cause is determined, create a Problem ticket and link all related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident tickets.
Receive requests from a variety of sources including user or technician telephone call and voicemail, user or technician e-mail, and User or technician walk-in.
Assume responsibility for Incident, Problem and Service Request resolution regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.
Notify Users about planned maintenance windows and outages via e-mails.
Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as BeyondTrust (Bomgar).
Assist users with configuration, troubleshooting and answering "how-to" questions related to usage of standard and other approved applications.
Assist Users using assistive technology tools, such as Windows Ease of Use and Jaws.
Support use and management of provided On-line collaboration solutions such as WebEx, Zoom, and Teams by assuming responsibility for scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.