Tier 1 Help Desk

Company Introduction

G2 Innovative Solutions, Inc. (G2IS) is a woman and Service Disabled Veteran-owned company bringing transformative technology to our government customers so they can achieve their missions. Our specialties include infrastructure support, cybersecurity, software development, enterprise architecture, and Test and Evaluation. Learn more about G2IS at https://www.g2isinc.com/

JOB DESCRIPTION

SUMMARY OF PROGRAM/PROJECT:

The SDDC System Response Center (SRC) plays a key role in supporting this mission by providing timely, responsive Tier 1 and Tier 2 functional and technical Help Desk support to users of SDDC / USTRANSCOM’s numerous automated systems. The SRC is responsible for providing front-line, 24/7/365 support to address any issues related to SDDC’s portfolio of functional applications. The mission of the SRC is to provide SDDC’s large, globally distributed, user base with effective and timely resolution for issues related to these applications.

POSITION DESCRIPTION (Duties and Responsibilities):

G2IS is seeking a motivated, career and customer-oriented Tier 1 Help Desk Analyst to ensure success of the SRC contract deliverables. The Tier 1 Help Desk Analyst support shall include SRC Tier I call resolution. G2IS is hiring specifically for the swing shift between the hours of 1:30 CST - 10:00 PM CST (30 minute lunch break).

Overall SRC Responsibilities:

Tier 1 Help Desk Analyst will use the ticketing software (presently ServiceNow) to track all help being provided and will provide operational and technical support to DoD based program users. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed.

Position Responsibilities

Duties include gathering customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in SDDC’s customer relationship management (CRM) ticketing system to provide you, the Tier 1 Help Desk Analyst, an effective customer identity management approach. Requests coming into the SRC are received via phone, email, and other means. Our phone system call management solution, with automated call distribution, directs customers to the appropriate Tier 1 Help Desk Analyst based on customer’s responses and areas of expertise of the Tier 1 Help Desk Analyst.

Other duties:

Tier 1 Help Desk Analyst maintains contact with their entire SRC TEAM using various technology tools. Researches, identifies, and resolves problems based on training, best practices, and use of knowledge-based articles. Reviews system documentation to acquire an understanding of the specific functions. Logs all inquiries into the CRM system. Coordinates problem calls with appropriate staff in order to correct the problem. Must be available and have the flexibility to work the assigned shift given on a quarterly basis.

Required and Preferred Skills:

• 2 Years of Customer Service Experience – Required
• Excellent communication, collaboration and customer service skills - Required
• Knowledge and utilization of ServiceNow application - Desired
• Working Knowledge of Microsoft Office Applications - Required
• Knowledge of the Defense Personal Property System - Desired

Education:

• Associates degree: AA/AS and 1 year of experience – Desired
• High School Diploma or GED Equivalent - Required

Clearance, background investigation:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

Work Location:

Virtual – 100% WFH ‘Work From Home’

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Experience level:

• 2 years Customer Service Experience – Required
• Associates Degree or Higher - Preferred

Schedule:

• Evening shift - 1:30 CST PM - 10:00 CST PM (30 minutes for lunch break)
• Monday - Friday and weekend shifts as required.
• Evening shift
• Monday to Friday
• Weekends as needed

Job Types: Full-time, Part-time

Pay: Up to $15.00 per hour

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Equal Opportunity Employer Veterans Disabled

Our commitment to an inclusive workplace

G2IS is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.