Tier II Service Desk Agent

Washington, DC
Apr 20, 2017
Apr 21, 2017
Full Time
Tier II Service Desk Agent Do you have what it takes to be mission critical? Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. As a member of our diverse team, you'll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government's critical systems. Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics. Position Summary / Responsibilities: We are currently seeking a motivated, career and customer oriented Tier II Service Desk Agent to join our team in Washington, DC to begin an exciting and challenging career with Unisys Federal Systems. In this role you will analyze, troubleshoot and resolve complex issues called into the Service Desk and issues escalated from Tier I. Support involves desk-side support and remote connectivity to client desktops to resolve issues. Duties/Tasks and Responsibilities * Serve as an escalation point providing technical assistance to client base * Respond to user requests for service and determine nature of support needed * Resolve problems for clients via telephone, email, chat, and web sessions * Investigate error messages and provide guidance to clients and internal users * Configure, maintain and answer inquiries regarding computer software and hardware operations * Maintain record of daily data communication transactions, problems and remedial actions taken, and installation activities * Utilize and write documentation through tools provided in the Knowledge Base and other resources * Prioritize cases for quick resolution and/or escalation to Development * Research technical issues and problems using all available resources including other staff, Knowledge Base, documentation, and Internet where appropriate * Utilize remote control tools to access client computers and resolve issues * Conduct desk-side support as needed at client offices. * Use the appropriate categories for logging incidents and requests. * Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude. * Ensure the end-to-end customer experience and provide a single point-of-contact for the customer. * Log and track incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. * Document resolutions and updates self-help and staff knowledge bases. * Grow general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact. * Adhere to and support ITSS Program and FERC standards, policies, and procedures Position Requirements: * US CITIZENSHIP or permanent resident * AS degree and a minimum of 3 years of experience or equivalent. * CompTIA A+ certification a must * CompTIA Security + certification preferred * CompTIA Network + certification preferred * ITIL V3 Foundation certification preferred * HDI_CSR (Customer Service Representative) certification preferred * HDI_DST Desktop Support Technician certification preferred * Excellent phone handling skills * Excellent command of written & oral communication (in English Language) * Experience working in service desk environment with Remedy ITSM 8.1 * At Least 3 years directly related experience in help desk Tier 1 work * At least 3 year performing help desk Tier II work * Competency in MS Office Suite 2010/2013 and Office 365 * Competency in call center tracking tools * Customer service orientation and/or prior customer service training * Strong analytical skills and ability to solve problems * Strong communication, interpersonal and leadership skills Company Information: Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world. Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com . Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans. #FED#