Job - Specific Essential Duties Responsibilities:
- Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person.
- Assist customers, troubleshoot problems, and coordinate technical support.
- Account creations, account lockouts, password changes.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Log and route service requests and incidents in an incident management system.
- Maintain service level agreements related to Desk Side support Service/Incident requests.
- Direct unresolved issues to the next level of support team member.
- Establish phone bridge with next level of support and customer leads per SOP’s.
- Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system.
Job- Specific Minimum Requirements:
- Active Secret clearance is required.
- Due to contract requirements, only US Citizens can be considered.
- 1-3+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
- 1-3+ years of experience utilizing any Incident Management Ticketing System such as:
- ServiceNow
- Other, comparable systems
- This role supports a 24x7x365 Operations Center, requiring participation in a rotational on-call schedule and the ability to work up to 12-hour shifts, including weekends and holidays, throughout the year.
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