Tier I Service Desk Agent - TS/SCI

TSSCI Required Responsible for supporting the programprojectclient to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routinebasic customer problems, issues, requests. As the entry point for customers, documents, notifies proper departmentdesk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities. Duties and Responsibilities:Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.Receives and logs customer problemrequestissues by documenting the problem and updating the customers contact information.Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.Performs incident notification and escalation of problemsrequestissues to responsible party.Performs follow up on all incidents with customer to provide exceptional customer satisfaction.Follows defined process to document problems within tracking software and database.Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement.Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.Other supporting duties, as directed.Willingness to work overtime and varying hours as required. Minimum Qualifications:0-2 years Personal Computer experience including customer support or Help Desk.0-2 years of customer service or public relations experience.Experience with an incident tracking system (desirable).Ability to maintain government clearance or investigation.CertificationsLicensuresCompTIA Security+ Clearance RequirementsTSSCI required. Preferred SkillsExcellent customer service skillsUses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all timesExcellent communication and interpersonal skillsGood problem solving and analytical skillsTechnical experience in:Microsoft Windows Operating SystemsMicrosoft OfficeNetwork ConnectivityPrint ServicesE-Mail and Internet mailBasic PC usage and troubleshooting Other Job Specific SkillsAbility and desire to build additional technical skillsAbility to interact effectively with othersAbility to follow instructions to produce desired resultsAptitude to multi-task workloadsAbility to remain calm and courteous in periods of stressAbility to work with broad range of experience levelsGood administrative and organizational skillsWillingness to work overtime and varying hours as required

Created: 2024-11-02