Service Desk Agent II - Remote Eligible

Technical Support Specialist

Provides remote Tier 1 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone for a wide variety of hardware, software and site-specific applications in an enterprise environment.

Job Responsibilities

• Provide front line support for IT systems and software, fielding telephone calls, voicemails, emails, and portal requests.
• Attempt incident resolution using industry knowledge and provided Knowledge Articles. Solve technical issues or escalate in a professional and timely manner, bringing in other subject matter experts as required.
• Enter IT incident descriptions and troubleshoot the issue sufficiently to appropriately refer the incident to the correct IT support group.
• Track issues using an ITSM ticketing system. Keep meticulous notes.
• Troubleshoot and repair Desktop/Laptop and thin client hardware.
• Support peripheral devices (Printers, Smartphones, Scanners etc.).
• Using BPA and industry standards, follow complex procedures, updating procedures as necessary.
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Follow the defined process to document and escalate incidents with tracking software and database.
• Seek opportunities to improve knowledge, skills and performance and be receptive to constructive criticism.
• Assist in mentoring junior team members and accept mentoring from senior team members.
• Other supporting duties as directed.

Minimum Qualifications

• 3-5+ years IT experience in an IT Service Desk Tier 1 Enterprise position.
• Possess a working knowledge and progressive experience in a Microsoft computer support
• Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
• Familiar with supporting smartphones and other mobile devices
• Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction
• Strong interpersonal communication skills both written and verbal
• US Citizen able to pass a government background check.
• Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.

Other Job Specific Skills

• Excellent customer service skills.
• Excellent communication and interpersonal skills
• Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
• Strong problem solving and analytical skills
• Technical expertise in:
• Microsoft Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Print Services
• E-Mail and Internet mail
• Instant Messaging
• Mobile Device Management
• Strong understanding of how PC work and related troubleshooting
• Ability and desire to build additional technical skills
• Ability to interact effectively with others
• Ability to follow instructions to produce desired results
• Aptitude to multi-task workloads
• Ability to remain calm and courteous when clients are less so
• Ability to work with broad range of experience levels