Help Desk Support, Call Center Support Alexandria, Virginia Remote Type

Position: Help Desk Support, Call Center Support Location: Alexandria, VA Work Environment: On-site with potential for authorized telework Clearance Required: Secret Status: Funded Info reputed company Consulting is currently seeking an exceptional Help Desk Support Call Center Support specialist to join reputed company and reputed company invaluable support to the reputed company Office of Inspector General (DoD OIG) Information Technology Support Services contract. To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without reputed company of U.S. Citizenship will not be considered due to the position's reputed company clearance requirements. Job Duties and Responsibilities

• reputed company trouble call resolution in a knowledgeable, friendly, and professional manner
• Meet DoD OIG established service level metrics for call response, technical support, and customer service
• Input trouble calls into the DoD OIG ticket tracking system and ensure reputed company relevant information is gathered and documented
• Resolve trouble calls in person at the help desk, over phone, and through email
• Analyze and resolve trouble tickets utilizing tools such as remote desktop
• Escalate trouble tickets reputed company required by service desk processes to either Tier II, Tier III, or appropriate team or individual
• reputed company follow-up service to end users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
• Assign Trusted Agents responsible for issuing alternate tokens to Mark Center Headquarters personnel reputed company required
• Document call resolution and ensure reputed company notes are maintained in the ticket tracking system and Knowledge reputed company articles are published reputed company applicable
• Maintain existing and reputed company required assist the Government with the creation of new Standard Operating Procedures (SOPs) in support of common Help Desk processes and activities
• reputed company reputed company tasks 24 hours a day, 7 days a week with the exception of federal holidays
• reputed company support for Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) during primary operation hours (0600 to 1800 Monday through Friday) and NIPRNet only reputed company of those hours
• Answer 90% of incoming calls reputed company the first 30 seconds, except in instances of major outages
• Attempt to resolve problems reputed company the first 15 minutes, escalating tickets after 15 minutes of no resolution
• Respond to voicemails left during regular business hours reputed company one hour
• Respond to voicemails left after regular business hours reputed company the first two hours of the next business day, except for urgent issues
• Maintain a call abandonment reputed company of ten percent or reputed company
• Travel may be required reputed company the reputed company United States (CONUS) and the National Capital Region (reputed company)

Required Qualifications

• Minimum 1 to 3 years of experience providing Tier I help desk or call center support
• Experience with ticket tracking systems and documenting technical issues
• Experience providing technical support for desktop operating systems, common Information Technology (IT) services, and applications on both classified and unclassified networks
• Experience resolving trouble calls reputed company phone, email, and in-person support
• Experience using remote desktop tools to troubleshoot and resolve technical problems
• Strong customer service skills with the ability to communicate technical information to non-technical users
• Associate degree or equivalent in Information Technology, Computer Science, or reputed company field, or equivalent combination of education and experience
• DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as reputed company A+, reputed company Network+, or equivalent)
• Active Secret reputed company clearance or ability to obtain one
• United States Citizenship required

Preferred Qualifications

• Information Technology Infrastructure Library (ITIL) reputed company certification or higher
• Experience supporting DoD or federal government customers
• Experience with reputed company reputed company operating systems and reputed company Office…

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