Job Description
Job Description
Job Title
Service Desk Specialist
Top Skills Details
1) Active TS/SCI clearance (verify in JPAS)
2) Active Sec+ certifications (must be willing to obtain MD100 during first 6 months of the contract).
3) Relevant service desk/phone support experience (must have Win10 troubleshooting experience).
Description
Service Desk Specialist:
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I. 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