Vacancy expired!
Opportunity
Second-61, in partnership with Abacus Solutions Group, LLC will be launching a Tier I and Tier II Enterprise Service Desk in Canon City, CO supporting our government customers. The Enterprise Service Desk was designed to address help desk issues by providing a baseline service for assisting end users, including a web-based self-help portal, call center-based service agents, and experts able to resolve more complex issues and change ongoing operations to avoid future incidents of a similar nature. These technicians will be required to have a Department of Defense Secret clearance and must meet DoD 8570 certification requirements.
Technicians will receive paid training to support large enterprise. The program has already been identified as a capability to support Air Force, Army, and other federal agencies with outsourced Service Desk and Network Operations services.
We anticipate significant growth from this program as Canon City and surrounding communities are able to develop and deliver the skill sets to succeed.
Summary
We are looking for local, highly motivated technicians to provide the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers. Technicians will answer complex questions about installation, operation, configuration, customization, and usage of assigned products and will apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. When necessary, technicians will escalate complex problems to a higher level of expertise within organization.
Responsibilities
Meet contractual service levels by providing a high level of customer service and technical support.
Articulate customer requirements and interface with a variety of second level teams and third-party service providers.
Handle all calls to the Service Desk that can be varied and complex requiring a wide range of technical knowledge and interpersonal skills to assist, diagnose and or resolve issues.
Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
Resolve problems with or without remote tools.
Consistently achieve First Contact Resolution performance metric.
Accurately document calls and cases.
Be aware of customer's time restraints and work within those time limits.
Keep customer aware of resolution steps if ticket needs to be dispatched.
Provide clients with problem reference numbers and request numbers.
Enter all troubleshooting/resolution steps into the trouble ticket.
Understand SLA requirements for the client.
Assist in cross training and communicate quick fixes.
Manage time and workload to meet predetermined service levels.
Requirements
High school diploma
Active DoD Secret security clearance
DoD 8570 certification such as A+, Network+, Security+
Vacancy expired!