Several IT Help Desk Openings Available
Minimum Clearance Required: TS or Secret w prev TS within 2 yrs
The individuals will be responsible for providing the first-line of telephone, web, chat, and email technical support of hardware, systems, sub-systems and/or applications for customers. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to higher level of expertise within organization.
The Level 1 Service Desk Agents will be required to support Clients and the contractual service level in the achievement of prompt response, high level customer service and technical first contact support. They will be required to clearly articulate customer requirements and interface with a variety of the second level teams and third party service providers. The Level 1 Agent will support all calls, chats, emails, or web submissions to the Service Desk that can be varied and complex requiring a wide range of technical knowledge and interpersonal skills to assist, diagnose and or resolve. The Level 1 agent will also be required to assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
Current Top Secret security clearance is required.