Help Desk Technician Tier 1 Junior

Employer
Telesis
Location
Silver Spring, MD
Posted
Jan 09, 2021
Closes
Jan 14, 2021
Ref
1615048074
Industry
Other
Hours
Full Time
Job Summary: Functions commonly performed: Provide Tier I Service Desk assistance to end users through email on the CDER Direct Portal. Use SOPs, FAQs and other documentation to analyze, identify, document, classify, triage and resolve all help desk emails/tickets created within CDER Direct, CDEReFacility, CDER eSub and OBI-ACA6004 mailboxes. Function as primary entry point for all requests/issues submitted by users for the relevant applications. Perform basic technical troubleshooting and inquiries to determine the nature of user related issues. Communicate with the Subject Matter Experts (SMEs) and escalate issues accurately when appropriate; coordinate, collaborate, and provide documents to other service desks, data centers, users, and SMEs for timely resolution of submission issues Achieve FCR or escalate tickets per established escalation procedures. Send proactive emails to sponsors regarding necessary SPL corrections or administrative issues when directed. Archive emails following the SOPs. Knowledge/skills: 1-2 years of call center management experience. High School Diploma. Bachelor s degree in Computer Science/Engineering or related field a plus. Excellent customer service skills. Strong verbal and written communication skills and excellent interpersonal skills. Ability to exercise good judgment, prioritize multiple tasks and problem solving under pressure of deadlines. Must have positive team-oriented attitude. Must have strong attention to detail and analytical ability to resolve complex customer inquiries. Government contract experience a plus. Must be able to must obtain and maintain Public Trust level 5 security clearance. Must be able to must obtain and maintain Public Trust level 5 security clearance. Job Requirements: Job Summary: Functions commonly performed: Provide Tier I Service Desk assistance to end users through email on the CDER Direct Portal. Use SOPs, FAQs and other documentation to analyze, identify, document, classify, triage and resolve all help desk emails/tickets created within CDER Direct, CDEReFacility, CDER eSub and OBI-ACA6004 mailboxes. Function as primary entry point for all requests/issues submitted by users for the relevant applications. Perform basic technical troubleshooting and inquiries to determine the nature of user related issues. Communicate with the Subject Matter Experts (SMEs) and escalate issues accurately when appropriate; coordinate, collaborate, and provide documents to other service desks, data centers, users, and SMEs for timely resolution of submission issues Achieve FCR or escalate tickets per established escalation procedures. Send proactive emails to sponsors regarding necessary SPL corrections or administrative issues when directed. Archive emails following the SOPs. Knowledge/skills: 1-2 years of call center management experience. High School Diploma. Bachelor s degree in Computer Science/Engineering or related field a plus. Excellent customer service skills. Strong verbal and written communication skills and excellent interpersonal skills. Ability to exercise good judgment, prioritize multiple tasks and problem solving under pressure of deadlines. Must have positive team-oriented attitude. Must have strong attention to detail and analytical ability to resolve complex customer inquiries. Government contract experience a plus. Must be able to must obtain and maintain Public Trust level 5 security clearance. Must be able to must obtain and maintain Public Trust level 5 security clearance.

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