Help Desk Agent (Help Desk TIER 1)

5 days left

Location
Washington, District Of Columbia
Posted
Aug 20, 2021
Closes
Sep 24, 2021
Ref
18374
Function
Administrative
Hours
Full Time
Summary

The Help Desk Agent (Help Desk TIER 1) is responsible for the technical support assisting end users with their day-to-day technical duties and issues.

Responsibilities
  • 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.
  • Perform timely, accurate, thorough, and professional follow-up on all incidents.
  • Perform diagnosis and resolve basic to mid-level technical issues.
  • Quickly identify and escalate high-priority issues.
  • Accurately perform triaging, assigning, and escalating tickets per current processes and standards.
  • Other duties as assigned

Qualifications
  • High school diploma required
  • Associate degree preferred
  • 2+ years of relevant Help Desk experience required
  • Must have experience with trouble ticketing system e.g., Service Manager
  • Must have experience with Windows and Apple OS and HP printer hardware setup, configuration, and troubleshooting
  • Must have experience working with computers and operating systems
  • Must have one of the following certifications:
  • HDI,
  • Windows 10
  • MCP
  • MCSA
  • Mac OS X Essentials
  • Successful completion of USCP Background Investigation
  • Must be a U.S. citizen
  • Public trust required

Knowledge, Skills and Abilities
  • Strong critical thinking skills that facilitate expedient problem solving.
  • Strong communication skills.
  • Ability to document problems and resolutions worked on, in a timely and efficient manner.
  • Ability to provide Tier 1 support for all user-level applications (Microsoft Office 365, Adobe Creative Cloud, FTP, Chrome, and EDGE, etc.).
  • Ability to provide Tier 1 support for all user operating systems (Windows and MacOS).
  • Ability to provide Tier 1 support for all remote access technologies (VPN, and Cloud, etc.).
  • Ability to provide Tier 1 support for all client workstation hardware, including desktop, laptops, tablets, printers, and cell phones (Apple and Android).
  • Ability to provide Tier 1 support for all user mobile devices (Apple and Android).
  • Knowledge of AirWatch/Intelligent Hub a plus.
  • Ability to provide Tier 1 end-user support for all client applications, including CRM and line of business applications and other company software.
  • Ability to provide Tier 1 support for all telecommunications, including VoIP, VTC, and related hardware.
  • Ability to assist with all client workstation installations, configuration, deployments, and relocations.
  • 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.
  • Ability to monitor Tier 1 ticket resolution to ensure defined SLAs are met.
  • Ability to update tickets with the latest status and escalate them to the correct group if the incident can't be resolved.
  • Thorough knowledge of desktop and business/technical support systems.
  • Ability to work additional hours and/or perform additional tasks, including general office work as needed.

#Chenega Technical Innovations, LLC

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