Help Desk Agent (Help Desk TIER 1) Lead

Washington, District Of Columbia
Jun 28, 2022
Jul 25, 2022
Full Time

The Help Desk Agent (Help Desk TIER 1) Lead is responsible for ensuring customer satisfaction by resolving technical issues and ensuring their needs are met.


  • Work with end-users to resolve their problems or initiate a service request, escalate to Tier II support if the problem requires further troubleshooting.
  • Monitor email queue and assign Break/Fix (HD), install, change, move, RTS tickets to appropriate resource groups and queues.
  • Update ticket status and provide work documentation on HD tickets.
  • Monitor email queue to assure that SLAs are maintained.
  • Work independently from a standard protocol to respond to customer issues.
  • Successfully resolve moderate technical issues related to Hardware (HW) and Software (SW) from incoming customer contacts and proactive notification systems.
  • Assist customers to avoid or reduce problem occurrence.
  • Ensure maximum diagnosis cycle times are adhered to, based on the severity level of the ticket.
  • Respond to the customer's questions ensuring high-level customer satisfaction by clarifying customer needs and ensuring they are met.
  • Responsible for training junior staff.
  • Provide first-level support of all inbound calls, generating an incident for all new issues.
  • Provide first contact resolution (1st call) of desktop issues or follow proper escalation procedures.
  • Provide accurate, timely, and professional resolution on all supported issues.
  • Provide a high level of professionalism and customer service.
  • Provide a timely, accurate, thorough, and professional follow-up on all Incidents.
  • Identify and escalate high-priority issues.
  • Triage/assign/escalate tickets per current processes and standards.
  • Document problems and resolutions worked on in a timely and efficient manner.
  • Provide Tier 1 support for all user-level applications (Microsoft Office 365, Adobe Creative Cloud, FTP, Chrome, EDGE, etc.).
  • Provide Tier 1 support for all user operating systems (Windows & MacOS).
  • Provide Tier 1 support for all remote access technologies (VPN, Cloud, etc).
  • Provide Tier 1 support for all client workstation hardware including desktops, laptops, tablets, printers, and cell phones (Apple and Android).
  • Provide Tier 1 support for all use mobile devices (Apple and Android).
  • Provide Tier 1 end-user support for all client applications including CRM and line of business applications and other company software.
  • Provide Tier 1 support for all telecommunications (VoIP, VTC, and related hardware).
  • Assisting in all client workstation installations, configuration, deployments, and relocations.
  • Monitor Tier 1 ticket resolution to ensure defined (Service Level Agreement) SLA's met
  • Update tickets with the latest status
  • Escalate the ticket to the correct group if the incident can't be resolved.
  • Other duties as assigned.

  • Bachelor's degree OR
  • High school diploma or GED and 4+ years of relevant experience providing hardware and software problem resolution
  • Experience and technical skills in Service Manager, Windows Server, Windows Desktop, Mac OS clients, MS Exchange, MS Office, HP hardware, and Network Communications
  • Must have a minimum of 1 of the following certificates:
  • HDI
  • Windows 10
  • MCP
  • MCSA
  • Mac OS X Essentials
  • Must be a U.S. citizen
  • Successful completion of a background investigation.
  • The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief

Knowledge, Skills and Abilities:
  • Good interpersonal skills.
  • Ability to diagnose and resolve basic to mid-level technical issues.
  • Proven experience as a Help Desk Analyst or other IT support role.
  • Strong communications skills (both written and oral), strong customer service, and excellent interpersonal skills with the ability to listen and understand what is being described by the end-user as well as the ability to explain problem resolutions when necessary.
  • The ability to effectively communicate technical matters to a non-technical audience while documenting customer interactions.
  • Ability to multitask while staying focused in a fast-paced competitive environment.
  • Experienced in the use of remote access applications.
  • Knowledge of Airwatch/Intelligent Hub a plus.
  • Experience working with SLAs.
  • Experience with a desktop environment, local area networks, telephony, and voice.
  • Experience with IT Service Management (ITSM) tools such as Remedy, Service Now, Service Manager, or equivalent required.
  • Ability to occasionally work after hours, including nights, weekends, and holidays as required.

#Chenega Technical Innovations, LLC

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

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