Technical Service Desk
Core
Provide 1st Level IT Support for Federal Government clients, resolving software, hardware, and network operations difficulties via fast, efficient, and friendly customer service.
Role type
Level 1 IT Support Agent
Builds
IT support services for Federal Government clients
Domain
Information Technology / Federal Government
Deliverable
client delivery
Required skills
customer service, incident documentation, time management, diagnostics, contact management system usage, shift flexibility
Preferred skills
customer service experience, relevant IT certificate or experience
Responsibilities
Respond to and resolve customer requests, accurately document calls and incidents, manage time and workload to meet service levels, assign incidents to correct support groups, act as single point of contact for logged incidents, perform diagnostics to initiate problem management workflow, provide reference numbers for incidents/requests, support multiple clients with professionalism, work in a 24/7 rotating shift roster including nights and weekends, uphold company policies and procedures
Seniority
Entry-level IC