Service Desk Specialists - San Francisco, United States - Advanced Software Design

Advanced Software Design San Francisco, United States

1 week ago

Permanent Technology / Internet

Description

ASD is looking for Service Desk Specialists and Watch Officers who holds TS/SCI/ Clearance for positions located in Colorado Springs, Co and

Annapolis Junction:
Multiple Shifts - Day, Swing , and Night Shift. Relocation allowance Available Sign on bonuses
DIA Program SERVICE DESK SPECIALISTS Position description

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Essential job functions

Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
Provides polite and customer friendly service support for problem resolution
Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
Documents incident status and solutions in incident database tools
Possesses current working knowledge of computers, printers, laptops and common windows applications
Works through various types Tier II issues with telephone assist
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Qualifications

Security + / IAT II within 4 months of start
Active TS/SCI, poly preferred

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