Tier 1 Service Desk

at Black Bear Technology Solutions, LLC in Pocatello, Idaho, United States

Job Description

Title: Tier 1 Help Desk Support Admin Location: Pocatello, ID Clearance: DoD Top Secret Job Description: Black Bear Technology seeks a cleared Tier 1 Help Desk Support Admin in Pocatello, ID, to provide front-facing Tier 1 support to end users for either PC, server, or mainframe applications and hardware., supporting approximately 50,000 government and contractor end users, both CONUS and OCONUS. We seek candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient, and professional manner. *Shifts: Seeking flexibility with shift schedules ranging from First, Second, and Third shifts. * Responsibilities:

+ Provide IT support to all customers

+ Receive customer IT queries by multiple methods (phone, self-service, etc.)

+ Provide the necessary information in the ticket in the event the ticket is passed to another solver group

+ Triage and troubleshoot tickets submitted

+ Change and reset passwords on all FBI enclaves

+ Provide desktop software application assistance and installation

+ Resolve trouble tickets while interacting with the user, First Call resolution (FCR), or escalate to other support entities

+ Remotely access the end-user desktop to provide support

+ Provide customers with the status of the ticket and serve as primary support admin through ticket resolution

+ Give guidance to customers to resolve their issues and prevent recurrences of the issue to the best extent possible

+ Provide expert technical support to customers having varying levels of computing skills

+ Provide a detailed diagnostic summary for the next tier level support

+ Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities

+ Interacts with management to facilitate timely problem resolution

+ Knowledge in the use of and application of metrics to increase efficiency and solve issues

+ Possesses excellent communication skills

Required Skills:

+ 1-4 years of experience with Call Center/Help Desk Management

+ Strong interpersonal skills

+ Advanced understanding of IT Service Management processes

+ Must have a current Top Secret Clearance with SCI / Poly eligibility

+ Ability to work in a 24/7 environment

Education:

+ Bachelor's Degree or equivalent experience and/or technical certifications

Black Bear Technology Solutions, LLC (B2TS), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. B2TS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at B2TS are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. B2TS will not tolerate discrimination or harassment based on any of these characteristics. To view full details and how to apply, please login or create a Job Seeker account