IT Service Desk Technician

Super Systems
Frederick, MD
Dec 03, 2021
Dec 05, 2021
Full Time
Answering helpdesk calls, and responding to voicemails in a timely mannerGreeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreementsEvaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as requiredMaintaining ownership of service tickets throughout the life span of the support requestAssigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problemsUpdating and maintaining service work notesEstablishing a high level of personal credibility and building strong relationshipsConsulting with immediate supervisor or higher-level IT specialists on possible solutionsCoordinating with technicians to provide status updates to outstanding ticketsCollaborating and following up with technicians to resolve requests, and provide status updates on outstanding support ticketsProviding updates, status, and completion information to managementFollowing-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer.Participating in workshops, seminars, or other events as required.Other duties as assigned by the Government, contract or supervisors in coordination with the SLA's.Job Type: Full-timePay: $21.00 - $22.00 per hourBenefits:401(k)Dental insuranceHealth insurancePaid time offVision insuranceSchedule:8 hour shiftMonday to FridayExperience:Help desk: 1 year (Preferred)License/Certification:CompTIA A+ (Preferred)CompTIA Security+ (Preferred)CompTIA Network+ (Preferred)Security clearance:Secret (Required)Work Location: One location