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Form of workDescription:
TEKsystems is hiring Service Desk Technician(s)/Customer Support Representative(s) to support a Department of Justice program. This position will support several customers within the Department of Justice. The successful candidate will be responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT back ground, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer and include number of call responses, length of calls, etc. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills.
Our Help Desk operation is staffed 24x7x365 and most staff will work on staggered shifts during that timeframe, but must be willing to work any shift as business needs change.
Job duties:
• Handle Tier 1 help desk escalations through tickets, chat or phone
• Follow up on outstanding requests and ensure timely resolution
• Create accounts and configure hardware as part of on-boarding process
• Support mobility devices
• Provides a single, identified point of contact for all Help Desk and change request services
• Updates and maintains Help Desk records in accordance with established support procedures
• Performs account password administration and processes new user account requests
• Develops, maintains, and executes standard Help Desk operating procedures
• Follows security requirements as requested by the Government Security Officer
• Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
• Processes standard change request (ServiceNow tickets) for Installations, Moves, Adds, and Changes (IMAC’s)
• Remain on queue and available to assist end users during specified shift, excluding approved breaks, lunches, or off queue time approved by your Team Lead
• Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
Top Skills:
- Call Intake/Customer Service/call center
- Documentation: Maintain and updating helpdesk records
- Process Standard Change Request in ITSM (ServiceNow)
*Candidates must have the ability to pass the public trust process*
Required Qualifications:
• High School Diploma or equivalent with 3+ years of applicable work experience
• Must have current DOJ Public Trust security clearance or the ability to obtain it
• US Citizenship.
• Previous Service Desk Experience
• Ability to run reports
Skills:
Customer support, Support, Call center, Service desk, Documentation, Customer service, Customer service oriented, password reset, call center experience, call center environment, call volume, Help Desk Support, Help desk, Windows 10, Technical support, Active directory, Service, Troubleshooting, ticketing system, ITSM, remedy ticketing system, servicenow, ServiceDesk
Top Skills Details:
Customer support,Support,Call center,Service desk,Documentation,Customer service,Customer service oriented,password reset,call center experience,call center environment,call volume
About TEKsystems:We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
