Service desk technician

Overview

GovCIO is hiring a Jr Service Desk Technician in Hancock County, Mississippi.

Responsibilities

The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff to ensure that service levels are achieved.

The hours of operations are 24 hrs. / 7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following :

• Responds to and diagnoses incidents through discussions with users.
• Provides support to end users on a variety of issues.
• Identifies, researches and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Interact with network services, software systems engineering, and / or applications development to restore service and / or identify correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Operate within the SD AQL’s, first call resolution, and speed of answer.
• Perform password resets on applicable systems.
• Collect information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system.
• Utilize the knowledge base to guide callers through resolution of reported issues.
• Ensure that all email service requests are processed within the AQL’s.
• Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.
• Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

Qualifications

• High School Diploma or equivalent
• 0-2 years' experience. Will train the right candidate.
• Clearance Required : Public Trust
• Must be able to obtain / hold T1 Public Trust clearances supported by a limited Background Investigation

US Citizenship required)

Desired Qualifications

• MCSA Office 365 certification
• ITIL Foundation certification

Last updated : 2024-09-10

Salary : $14