Service Desk Technician

Job Description

Job Description

Overview

Seeking a Service Desk Technician to provide Tier 1 call center support for a federal customer. This position is hybrid and based in Kiln, MS.

Responsibilities

Provide Tier 1 services by working directly with the Service Desk and staff to ensure service levels are met.

Respond to and diagnose incidents through discussions with users.

Support end users on a variety of technical issues, including PC, server, or mainframe applications and hardware.

Identify, research, and resolve technical problems.

Respond to telephone calls, email, and personnel requests for support.

Document, track, and monitor incidents to ensure timely resolution.

Interact with network services, software engineering, or applications development teams to restore service or identify root causes.

Simulate or recreate user problems to troubleshoot operating difficulties.

Recommend systems modifications to reduce recurring issues.

Operate within Service Desk performance metrics, including first call resolution and speed of answer.

Perform password resets on applicable systems.

Collect caller information and ensure tickets are accurately documented in the ticketing system.

Use the knowledge base to guide callers through problem resolution.

Ensure email service requests are processed within contractual limits.

Support Tier 1 email team cross-training for phone support when needed.

Acknowledge every contact, document accurately, and resolve or escalate issues as appropriate.

Qualifications

Required Skills and Experience

High school diploma or equivalent.

02 years of relevant experience.

Basic understanding of computer systems and their use.

Preferred Skills and Experience

MCSA Office 365 certification.

ITIL Foundation certification.

Ability to obtain and maintain a Public Trust clearance.