- Serve as the first point of contact for customers seeking technical assistance
- Identify issues, provide accurate information in IT ticketing system for each call
- Respond to incoming calls and messages in a timely manner throughout shift
- Follow all communication procedures, policies, and guidelines
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
- Work with customer to resolve issues
- Identify and escalate priority issues
- Contribute to creation of support documentation
- Attend meetings and training, review training material to stay up-to-date on changes
- Security+ certification
- A+ certification
- Windows 10 Desktop Support Technician , or Windows 10 Configuring , or Troubleshoot & Support Windows 10 in the Enterprise (MS-6293)
- Secret Security Clearance
- Desired Skills:
• Good problem-solving, analytical, and team-working skills
• Knowledge of DOD Information Assurance standards, policies and procedures
• Knowledge of service desk software and remote-access systems
• Knowledge of current MS Windows OS and MS Office versions
• Knowledge of computer systems, printers, mobile devices and other tech products
• Excellent communication skills, customer-oriented approach
• An openness to learning new technologies
• Proficiency in English - Desired Technical Experience:
• Experience as a service desk technician or other technical customer support role
• Usage and troubleshooting of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic computer/network/software issues
• Usage of IT ticketing systems and various support software -
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