Service Desk Agent II

General Summary

Provides remote Tier 1 technical end user support to an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone for a wide variety of hardware, software and site-specific applications in an enterprise environment.

Job Responsibilities

• Provide front line support for IT systems and software, fielding telephone calls, voicemails, emails, and portal requests.
• Attempt incident resolution using industry knowledge and provided Knowledge Articles. Solve technical issues or escalate in a professional and timely manner, bringing in other subject matter experts as required.
• Enter IT incident descriptions and troubleshoot the issue sufficiently to appropriately refer the incident to the correct IT support group.
• Track issues using an ITSM ticketing system. Keep meticulous notes.
• Troubleshoot and repair Desktop/Laptop and thin client hardware.
• Support peripheral devices (Printers, Smartphones, Scanners etc.).
• Using BPA and industry standards, follow complex procedures, updating procedures as necessary.
• Understand the IT working environment sufficiently to explain technical issues to a disparate range of technical and non-technical clients.
• Follow the defined process to document and escalate incidents with tracking software and database.
• Seek opportunities to improve knowledge, skills and performance and be receptive to constructive criticism.
• Assist in mentoring junior team members and accept mentoring from senior team members.
• Other supporting duties as directed.

Minimum Qualifications

• 3-5+ years IT experience in an IT Service Desk Tier 1 Enterprise position.
• Possess a working knowledge and progressive experience in a Microsoft computer support
• Experienced in all facets of troubleshooting and repairing the standard set of peripherals in an enterprise environment
• Familiar with supporting smartphones and other mobile devices
• Demonstrate the highest possible standards of customer support and produce maximum customer satisfaction
• Strong interpersonal communication skills both written and verbal
• US Citizen able to pass a government background check.
• Bachelor of Science in Computer/Information Technology or a directly-related field is preferred however not required.

Other Job Specific Skills

• Excellent customer service skills.
• Excellent communication and interpersonal skills
• Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
• Strong problem solving and analytical skills
• Technical expertise in:
• Microsoft Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Print Services
• E-Mail and Internet mail
• Instant Messaging
• Mobile Device Management
• Strong understanding of how PC work and related troubleshooting
• Ability and desire to build additional technical skills
• Ability to interact effectively with others
• Ability to follow instructions to produce desired results
• Aptitude to multi-task workloads
• Ability to remain calm and courteous when clients are less so
• Ability to work with broad range of experience levels

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Originally posted on Himalayas