Tier I - Service Desk Support (DC)

Tundra Federal
Washington, DC
Oct 15, 2021
Oct 18, 2021
Full Time
Tundra Federal an Akima Company, provides agile, innovated and trusted information technology solutions to the Federal Government and Federal Integrators. Our capabilities allow customers to implement and evolve IT infrastructures to achieve, maintain and advance functionality, efficiency, security, and compliance. Our personnel enjoy competitive benefits packages and challenging roles in work environments committed to innovation, diversity and opportunity for career growth. As an Alaska Native Corporation (ANC), 100% of our company's profits go back to our 14,300 IA$ +/- upiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.Job Summary:The individual will provide Tier 1 IT support services to the OPM user population of over 5,000. Services must be provided IAW customer-approved policies, procedures and Service Level agreements (SLAs).Responsibilities:Correct and accurate trouble ticket recording, tracking, and resolutionAddressing and resolving typical problems/queries, such as password issues, Hardware and software diagnoses, Network connectivity, and File searchesFault management including the detection, isolation and correction of faultsEscalating tickets to other teams or groups as assistance as neededEmphasized support for designated VIPs and international travelling staffAdherence to SLA's for password resolution, call answer rates, drop call rates, first call resolutions, total ticket resolutionAdherence to policy and procedure for ticket resolutionProvide customer feedback for all IT service problems, including confirmation of user satisfaction/closureQualificationsQualifications:HS Diploma/GED1 year Tier 1 help desk support experience preferredGood working knowledge of MS Office (Outlook, Word, Excel)Basic knowledge of PC hardware/software, Windows 10, and networkingExperience using a trouble ticketing systemStrong speaker and writer of English, sufficient to easily and effectively communicate with the OPM user communityPhysically able to work in an office environment, but also, walk distances within buildings, sit, stoop, and carry packages/devices up to 20 poundsGaining and maintaining an OPM Public Trust clearanceIn accordance with President Biden's Executive Order 14042, you must be able to meet all health requirements, including but not limited to, current and future vaccination requirements to infectious diseases such as COVID-19. The Executive Order generally requires that all federal workers and federal contractor employees be fully vaccinated by December 8, 2021.The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@ or 571-353-7053. Reasonable accommodation requests are considered on a case-by-case basis.The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.Please do not use the dedicated email or phone number above to inquire on the status of your job application.In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.Shift: Day JobPrimary Location: US-DC-WashingtonOrganization: Tundra FederalJob: Information TechnologyClosing Date (Period for Applying) - External: OngoingTravel: Yes, 25 % of the TimeClearance Level: Public Trust