Service Desk Agent - Washington, United States - Peraton

Peraton

Verified Company

Washington, United States

15 hours ago

Posted by:

Mark Lane

beBee recruiter

Description

About Peraton

Responsibilities

Key Responsibilities:

Receive, document, categorize, triage, route, and resolve end user IT requests and incidents tickets.
Review and evaluate tickets for escalation and transfer to Tier 2 agent consistent with defined processes and procedures.
Collaborate with other agent to ensure 75% of user support incident tickets are resolved at Tier 1 within required SLA timeframes.
Work with end user to validate all Tier 1 and transferredback Tier 2 and Tier 3 tickets are resolved prior to ticket closure.
Monitor tier 1 tickets and associated trends to ensure large, systemic issues, and/or work stoppages are quickly identified, grouped, and escalated when/as necessary.
Route tickets to external support groups based on information and policies provided by the customer.
Service Desk Trainer will ensure Tier 1 and Tier are trained and knowledgeable on M/CIO managed processes and tools, such as for ITIL and IT Service Management and be provided regular or refresher training as process improvements/changes are implemented.
Service Desk Trainer will ensure all help desk documentation and artifacts meet the quality level define by the program.

Contingent on Contract Award

Qualifications

Basic Qualification:

U.S. Citizen

years' experience supporting Service Desk or Help Desk operations.

Must have experience with ServiceNow or other ITSM tools.
Must be proficient in English.
ITIL v4 certification a plus
Target Salary Range

SCA / Union / Intern Rate or Range

EEO
An Equal Opportunity Employer including Disability/Veteran.

Our Values

Benefits

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily.

We're fully committed to the growth of our employees.

From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.