Tier I Service Desk Agent (day Shift)

Technology Infrastructure Services Support

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.

Duties and Responsibilities

• Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
• Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information.
• Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.
• Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation of problems/request/issues to responsible party.
• Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
• Follows defined process to document problems within tracking software and database.
• Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement.
• Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
• Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
• Other supporting duties, as directed.
• Willingness to work overtime and varying hours as required.

Minimum Qualifications

• 0-2 years Personal Computer experience including customer support or Help Desk.
• 0-2 years of customer service or public relations experience.
• Experience with an incident tracking system (desirable).
• Ability to maintain government clearance or investigation.

Certifications/Licensures

• CompTIA Security+

Clearance Requirements

• TS/SCI required.

Preferred Skills

• Excellent customer service skills
• Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times
• Excellent communication and interpersonal skills
• Good problem solving and analytical skills
• Technical experience in:
• Microsoft Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Print Services
• E-Mail and Internet mail
• Basic PC usage and troubleshooting

Other Job Specific Skills

• 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 in periods of stress
• Ability to work with broad range of experience levels
• Good administrative and organizational skills
• Willingness to work overtime and varying hours as required