Service Desk Specialist II, 6am to 2pm with Security Clearance - San Francisco, United States - Information Management Group

Information Management Group San Francisco, United States

5 days ago

Permanent Technology / Internet

Description

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 as possible 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 of 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 Shifts Available:
Days: 6:00am to 2:00pm

Clearance Required:
TS/SCI/CI

Polygraph Baseline Certification:
Security+ or other technical certification to meet 8570 IAT II compliance required One of the following must be obtained within 120 days of start: A+ CE (CompTIA)
HDI-CSR (Customer Service Representative)
HDI-SCD (HDI Support Center Director)
HDI-SCA (HDI Support Center Analyst)
ITIL Foundation

Microsoft Office 365 Education/Experience:

High School Diploma + 3 years of relevant experience, Associate's Degree + 1 year of relevant experience, or Bachelor's Degree or higher + 0 years of experience.

Must have prior Help Desk experience. About IMG
Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people.

Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for nearly 35 years.

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