Senior Technical Service Desk
Core
Provide 1st Level IT Support for Federal Government clients, handling software, hardware, and network operations difficulties.
Role type
Senior Technical Service Desk Agent (Level 1)
Builds
IT support services for government clients
Domain
Federal Government IT Services
Deliverable
client delivery
Required skills
1st Level IT Support, incident management, diagnostics, problem management workflow, contact management system administration, shift roster flexibility
Preferred skills
customer service experience, leadership/mentoring/training experience
Technologies
contact management system
Responsibilities
Respond to and resolve customer requests, accurately document calls and incidents, manage time and workload to meet service levels, assign incidents to support groups, act as single point of contact, perform diagnostics to initiate problem management, provide reference numbers for incidents
Seniority
Senior, hands-on IC with mentoring responsibilities