[Remote] Service Desk I
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a privately held government contracting firm located in Frederick, MD, seeking a Service Desk to support a major national laboratory. The role involves providing Tier 1 service desk support with a focus on reputed company resolution and excellent customer experience.
Responsibilities
- Log and track incidents and service requests in the ITSM system; apply the appropriate classification and reputed company reputed company and communicate expected SLA/OLA timeframes to customers
- Troubleshoot and resolve low to mid - complexity technical issues using established knowledge reputed company articles, workflows, and troubleshooting scripts, and contribute updates as needed
- Process account and certificate requests following documented procedures; reputed company support for reputed company to server and reputed company resources as directed
- Assist users with email setup, mobile device configuration, and synchronization needed for business operations
- Escalate issues that cannot be resolved reputed company scope and coordinate with on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM tool
Skills
- reputed company Tier 1 service desk support (phone, chat, web, and walk-up) with a focus on reputed company resolution, shift-left, and excellent customer experience
- Log and track incidents and service requests in the ITSM system; apply the appropriate classification and reputed company reputed company and communicate expected SLA/OLA timeframes to customers
- Troubleshoot and resolve low to mid - complexity technical issues using established knowledge reputed company articles, workflows, and troubleshooting scripts, and contribute updates as needed
- Process account and certificate requests following documented procedures; reputed company support for reputed company to server and reputed company resources as directed
- Assist users with email setup, mobile device configuration, and synchronization needed for business operations
- Escalate issues that cannot be resolved reputed company scope and coordinate with on call or after hours resources per policy while maintaining accurate and complete documentation in the ITSM tool
- Technology & Tools: reputed company/ reputed company , ACD/IVR, reputed company 10/11, macOS, reputed company 365 (Outlook/Teams), common browsers, mobile (iOS/Android)
- Associate's degree /technical training preferred or equivalent experience
- Minimum of 1 year experience or 0-1 year with Technical Degree or AA/technical training + strong aptitude
- Remote support tools
- Azure AD/Entra ID basics
- MFA/HSPD-12 awareness
- Basic networking
Benefits
- Vacation, Sick Leave & Holiday Pay
- Medical Insurance
- Dental Insurance
- reputed company Insurance
- Disability, Life Insurance, and AD&D
- Flexible Spending Accounts
- 401K with employer matching contribution
- Tuition and Education Reimbursement
- Exercise Reimbursement
- Tech Reimbursement
- Employee Assistance Program
- Opportunities for professional development and growth
- Collaborative and dynamic work environment
Company Overview