Tier I Help Desk Technician - (Night Shift)

TekSynap

17h•Remote

About The Position

We are seeking a Tier I Help Desk Technician to join our team supporting NOAA SBITS. This position will support activities within the Office of the Chief Information Officer (OCIO), Services Delivery Division (SDD). The position will provide Tier 1 remote support for NOAA's CorpSrv users. TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Requirements

2 years of experience in information technology or a related field.
Prior performance in a similar role within 6 months of the date of hire.
Must be a U.S. Citizen
Must be able to successfully obtain a Public Trust

Responsibilities

Provides remote phone, email and chat troubleshooting support for software, applications, desktop, network and mobile device issues, as well as customer requests
Record all information accurately in ServiceNow
Resolve issues using the Servicenow Knowledge Base, job aids, and various other resources
Escalate tickets in a timely manner to appropriate support teams by assigning the proper ticket priority and verifying the customer name, contact information, location, issue, device impacted, error message and attaching screenshots
Strong customer service and strong communication skills (both written and verbal)
Excellent interpersonal skills, especially the ability to listen and understand what is being described
Document, track, and monitor customer requests in ServiceNow to ensure a timely resolution
Must be able to work independently
Must be able to work independently, achieve productivity goals and report to work as scheduled
Must have strong attention to detail and a Can Do attitude