Service Desk Technician

This is a fully remote position, open to applicants in Mississippi.

📋 Description

• Deliver call center assistance for a federal client.

• Execute Tier 1 services by collaborating directly with the Service Desk and personnel to meet service level objectives.

• Address and diagnose incidents through discussions with users.

• Offer end-user support on a range of issues.

• Identify, investigate, and resolve technical challenges.

• Respond to phone calls, emails, and requests for technical support from personnel.

• Document, track, and monitor issues to ensure timely resolutions.

• Provide first-tier support for PC, server, or mainframe applications and hardware.

• Collaborate with network services, software systems engineering, and applications development to restore services or determine root causes.

• Simulate or recreate user issues to troubleshoot operational difficulties.

• Suggest system modifications to minimize user problems.

• Operate within Service Desk AQLs, focusing on first-call resolution and speed-of-answer targets.

• Conduct password resets on relevant systems.

• Gather caller information and accurately document tickets in the designated ticketing system.

• Utilize the knowledge base to assist callers in resolving issues.

• Process email service requests within acceptable contractual parameters.

• Provide Tier 1 phone support training to the email team as necessary.

• Acknowledge, document, resolve, or appropriately assign every interaction.

⛳️ Requirements

• High School Diploma or equivalent.

• 0-2 years of experience.

• Basic understanding of computer systems and their usage.

• Must reside in Hancock County, MS, or neighboring counties.

• Must possess, or be able to obtain within six months of hire, an ITIL Foundation certification, an A+ Certification, and a Helpdesk Institute or Service Desk Institute certification.

• Must be able to acquire and maintain a public trust clearance.

• Shift flexibility is required for 24/7 operations.

• MCSA Office 365 certification is preferred.

• A+ certification is preferred.

• HDI or SDI certification is preferred.

• ITIL Foundation certification is preferred.

🏝️ Benefits

• Certification costs reimbursed by GovCIO.

• Remote work opportunity.

• Travel to and from a customer site may be necessary for computer setup and service.