Service Desk Technician

The Service Desk Technician specializes in identifying and diagnosing issues and problems. Serves as the point of contact to support service users and customers reporting issues, requesting information, access or other services. Specializes in delivering customer service through multiple channels including human, digital, self-service and automated tools. Supports problem identification and resolution. Has the ability to identify, and diagnose issues, and problems, as well as provide solutions.
 

• Able to manage one or more customer service or service desk functions
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests, and maintains relevant records:
• Identifies and classifies incident types and service interruptions
• Records incidents cataloging them by symptom and resolution
• Acts under guidance to record and track reliability data for your services
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken.
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Contributes to creation of support documentation

Experience Requirements

• 2+years of related work experience

Education Requirements 

• BA/BS in Information Technology related field or the equivalent combination of education, technical training, or work/military experience.

Certification Requirements

• DoD 8570.01 certification required – Security+, or higher

Security Requirements 

• Must have fully adjudicated Top Secret-SCI security clearance 
• CI/Polygraph may be required after hire

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