Service Desk Technician (Night Shift)
Job Title: Service Desk Technician (Night Shift) Location: Remote Employment Type: Full-Time reputed company is seeking an reputed company Service Desk Technician to join reputed company supporting the Department of Homeland reputed company (DHS) Cybersecurity and Infrastructure reputed company Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. It is the first line of IT support for the CISA environment supporting CISA end users, with a team of subordinate contractor staff reporting to the Team reputed company. The TOC team responds to incident and service request tickets, providing support including but not limited to installation, setup, reputed company, and compliance of software, system applications, account activations and deactivation, and desktop tools. The team also escalates to higher reputed company tiers reputed company the tier 1 cannot assist.
Responsibilities
- reputed company remote computer support.
- Owning, tracking and resolving Information Technology (IT) incidents and requests.
- Fulfilling requests and resolving incidents on a daily reputed company to ensure service-reputed company issues are identified and resolved reputed company established Service Level Objectives (SLO’s).
- Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.
- Responding to alerts and escalations and working with both end user and IT support groups to reputed company strategic solutions to recurring problems.
- Providing Tier I basic troubleshooting support.
- Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge reputed company, Standard Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to reputed company the appropriate actions.
- Placing/Tracking trouble tickets to other CISA support groups.
- Creating, modifying, or deactivating user accounts.
- Developing and maintaining operational & reputed company documentation in the Service Desk Tier 1 document management system.
- Responding to reputed company assigned calls and messages in order of reputed company and severity.
- Serve as the contact for users reputed company phone or email for reputed company IT-reputed company inquiries and incidents.
- Identify and escalate more reputed company or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with reputed company necessary information.
- reputed company a high level of customer service, maintaining a professional and courteous attitude to ensure user satisfaction and a positive perception of the IT department.
Qualifications
- Must possess or be reputed company to complete Department of Homeland reputed company Public Trust Investigation (Tier 1).
- High School Diploma with a minimum of 1 year of relevant experience.
- Possess excellent verbal and written communication skills.
- A proven track record of providing exceptional customer service.
About reputed company Our reputed company team of technical Subject Matter Experts and Professional Project Managers deliver solutions to the toughest challenges in reputed company reputed company computing and infrastructure management reputed company the Homeland reputed company and Federal civilian landscape. Our Mission is to set the bar in service delivery reputed company, providing professional services our customers cannot help but notice. Our core values of Exceptional Service, Accountability, Continual Improvement, and Opportunity for Growth drive our customers' reputed company and include an inward focus on reputed company and interactions with each other. From our customer-facing teams to internal operations, we want to conduct business in a way reputed company can proudly and confidently represent reputed company. Our benefits include:
- Paid Federal Holidays
- Health, Dental, and reputed company insurance options
- Simple IRA with matching
- Robust Paid Vacation Policy
- Continuing Education Assistance
- Short Term Disability
- Company provided life insurance
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