Service Desk Technician (US Citizen)

Job Description

Job Description

Our team is seeking a qualified System Support technicians to support one of the largest, most collaborative enterprise service desks in the defense space.

Under the Army Enterprise Service Desk, the System Support function handles incidents and requests from mission partners anywhere on the globe. You will:

- Resolve technical problems (Tier 1) 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.

- Answers basic 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 tiers as required.

- Documents all customer interactions within a ticketing system.

Interview process - One step, phone interview with the site managers.

Top Skills' Details

*Active Secret clearance, Current Sec+, Net+ or A+ Cert

1. ~0- 6 months of systems support experience or customer service experience for the department of defense/military and a current Sec+, net+ or A+.

2. Office 365 fundamental knowledge will be a huge plus. The Army just released Office365 and the support with this is crucial for the programs success. Must demonstrate ability to communicate well with both internal and external individuals, high level of customer service is mandatory

3. Experience with fundamental networking knowledge obtained by passing Sec+, Net+ or A+ certification, and escalating higher level issues to the appropriate team members

Full-time