Service Desk Specialist - Washington - Inserso

Description

Seeking a Service Desk Specialist to join the Inserso team for a challenging opportunity in Washington. This role provides Tier 1 support for DOJ OJP customers, handling web-based applications and IT-related queries.

1. Troubleshoot and resolve issues with grant and non-grant applications
2. Provide technical guidance on operating systems and desktop applications

We aim for high first call resolution rates, using escalation processes when needed. The ideal candidate has strong communication skills, knowledge of mid-level technical questions, and ability to multitask.

This position requires answering phone calls or emails, creating incidents in DOJ OJP's ITSM system (ServiceNow), providing customer service, offering first-line support, identifying issues to escalate or manage incident resolution
Responsibilities:

• Answer phones or respond to email requests
• Provide prompt customer service
• Offer information found in knowledge bases manuals
< li >Identify ,escalate ,and manage incident resolution;close incidents serviced requests including those escalated third parties < / li >< li >Cooperate colleagues interact other support groups < br >We strive maintain accurate documentation solutions as bridge end-users development teams .< p >Required Skills/Experience:Must be U.S Citizen successfully complete DOJ OJP T2 Public Trust background check.High School Diploma GED .One year IT Support experience preferably Service/Help Desk Call Center environment.Experience using ServiceNow Remedy equivalent ITSM.Windows 11 higher operating system Microsoft Office O365.Support Adobe Acrobat Reader Creative Cloud Suite.Most importantly you able work fast-paced open 7 days week including holidays