Job Description
- The Service Support Center is staffed 24x365; you might support either Days, Swings, or Nights
- Actively participate in a collaborative team environment, trading knowledge with teammates
- Resolve technical problems and answer questions by telephone, chat, or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
- Follow up with customers to ensure that issues have been resolved
- Document incident statuses and solutions in incident management database tools
- Develop internal tools to automate repetitive tasks through scripting
- Engage customers, peers, and support teams with polite and customer-friendly service support for problem resolution
- TS/SCI with CI Poly, or willingness and ability to be cleared
- 8570 IAT Level II Certification (typically Security+)
- And one of the following: A+, HDI, ITIL Foundations, Microsoft 365
- Ability to work overtime per operational needs
- High School+3 years; Bachelor’s+0
- Experience supporting moderately complex Service Desk inquiries regarding computer hardware, software, Active Directory, accounts, permissions, and peripherals
- Experience using a problem management database to log and track issues, maintain historical records, and related problem documentation
- Passion for learning and professional growth
- Eagerness to help customers, peers, and juniors
- Taking ownership to do the right things right
- Building trust by delivering results that make a difference
- Comfortable communicating good news, bad news, challenging opinions, and innovative ideas