Tier 1 Help Desk - Baltimore, United States - Tuknik Government Services

Tuknik Government Services

Verified Company

Baltimore, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

TGS

Job ID

Help Desk

Position Overview:

Essential Functions, Responsibilities & Duties may include, but are not limited to:

The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
The contractor documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
Customer Service Representatives also utilize operational communications systems within the Service Center to communicate realtime events to management and customers as required.

The contractor shall:

Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems
Accept and process virtual call inquires for hardware and software,
Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level2).
Followup with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
Create a report detailing all open, severity1 issues encountered up until the time of the report creation and submit to the designated distribution list.
Gather information and follow required diagnostic procedures.
Adhere to the Standard Operating Procedures (SOP).

Requirements:

Education:

Office Location and Travel:
Durham, NC or Baltimore, MD

Working Environment & Conditions
This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate.

The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear.

The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs.

Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy
The company is an equal opportunity employer.

The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law.

We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
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