Help Desk Technician Tier I - 1995

Location
Washington, DC
Posted
Oct 22, 2019
Closes
Oct 31, 2019
Ref
1995
Industry
Specialty Trades
Hours
Full Time
Clearance Required:

Public Trust

Education Required:

BA/BS

US Citizenship:

Required

Why MIL?
MIL is a dynamic workforce of industry professionals who deliver world-class solutions in cyber, engineering, financial management, and information technology - and we are looking for candidates like you. Whether you're fresh out of college or the military or well into your professional services career, MIL has great job opportunities that might be right for you.

Here at The MIL Corporation, we pride ourselves on the family-like environment instilled amongst our team. Our employees love working here, and it truly shows through our various recognitions & awards. Last year alone, we earned:
  • 2018 Fortune , Great Place to Work®: Best Place to Work for Diversity
  • 2018 Great Place to Work®: Best Small & Medium Workplaces
  • 2018 Workplaces Award, The Washington Post (Washington, D.C.)
  • 2018, Above & Beyond Award, Employer Support of the Guard and Reserve (ESGR), Department of Defense

If your goal is to help the federal government deploy leading technologies, improve financial management, or defend the nation in cyberspace, The MIL Corporation welcomes you. Become a part of something greater, where you, the people, make the difference.

Summary

The MIL Corporation seeks a Help Desk Technician Tier I to support a Federal Government client at one of our Washington, DC locations.

Responsibilities
  • Ensure proper ticket assignment and categorization in Remedy ticketing tool
  • Coordinate transfer of tickets between tier 2 Help Desk groups to mitigate confusion/disagreements
  • Ensure aging tickets are actively worked
  • Coordinate activities between client and tier 2 / external help desks
  • Helpdesk support is provided during the hours from 7:00 AM to 6:00 PM Eastern Time, Monday through Friday (excluding Federal Holidays). Coverage is provided by the overall Help Desk team.
  • Approximately 750 tickets are handled per month by the team

Required Qualifications
  • 2+ years of experience supporting a tier 1 call center/help desk
  • Excellent communication skills
  • Ability to calmly handle excited/upset customer base
  • Ability to explain technical matters to non-technical people
  • Ability to produce written reports and visual aids
  • Ability to work in a high paced team environment
  • Ability to clearly communicate and share solutions and information with fellow team members
  • Ability to work with a spirit of service, knowledge sharing, and cooperation in a dynamic, team

Desired Qualifications
  • Strong functional and Personal / Inter-Personal Skills
  • Excellent listening, written and oral communication, and consulting skills.
  • Familiarity with Microsoft Outlook, Word and Excel
  • Experience with Remedy Ticketing System
  • Background in Financial Systems and knowledge of Application Compass, and Compass Data Warehouse
  • HR or Payroll call center experience

Education
BA/BS in a technical or management field

Clearance
All applicants for this position must be able to obtain and maintain a Public Trust clearance

Similar jobs