Sr Helpdesk Support

Key Required Skills:IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.Position Description:• Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager.• Provide Tier 1 support of the CCaaS (AWS Connect) application to call agents.• Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.• Triage requests to ensure accurate transfers and escalation of customer requests or issues.• Help build and develop continuous process improvement.• All other duties as assigned or directed.Skills Requirements:• 2 years of experience providing Tier 1 IT support services to customers.• 2 years of experience working with laptops running Microsoft Windows OS and Office365 suite.• 1 year of experience using an IT Service Manager application for logging tickets and requests.• Good Interpersonal skills that demonstrate the ability to communicate with customers. Selected candidate must reside within two (2) hours of in Woodlawn, MD Selected candidate is required to work on-site 5 days a week Monday - Friday. There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30pm. (Required Skills)Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree. • Experience with using ServiceNow IT Service Management.• Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.• Flexible and positive attitude with interest in learning new technical skills.• Strong problem-solving skills and the ability to work in a fast-paced environment.• Strong understanding of IVR terminology and services.• High level of organization, reliability, and independence.• Passion and understanding of technology.• Must be able to obtain and maintain a Public Trust. Contract requirement. (Desired Skills)• Strong written and verbal communication; ability to engage customers and respond effectively to questions.• Self-starter, highly motivated individual who adapts to a dynamic work environment.• Strong attention to detail with an ability to operate effectively across multiple priorities.• Prior Federal government experience.Education:• Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree. • Must be able to obtain and maintain a Public Trust. Contract requirement.

Created: 2025-01-14