Responsibilities:
- Under general supervision, the Service Desk Tier 1 (Help Desk Support Services Specialist – Intermediate) provides first-line call center support to end-users for PC, server, mainframe applications, and hardware. This role involves handling and resolving technical issues reported by end-users through various avenues such as walk-in, telephone, email, and web-forms. Specific duties include interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. The Service Desk Tier 1 simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user problems.
- They maintain currency and a high level of technical skill in their field of expertise and escalate more complex problems to the appropriate higher-level support. Additionally, they will be responsible for providing support for all IT hardware and software, including various laptop and desktop computers, printers, scanners, monitors, mobile devices, and other peripherals, as well as all software including operating systems, COTS, GOTS, and custom-coded applications. They will utilize the current service desk software (ServiceNow) and ensure adherence to service level agreements (SLAs) for incident resolution and request fulfillment.
Qualifications:
- Must be a US Citizen
- Level of position will be dictated by years of experience.