Tier 1 Service Desk Specialist

Role Specific Duties:

• Ticket Creation and Handling: Receive calls made to a single phone number (provided by the 
  government), via email, self-service portal, live chat, or contacting on-site support personnel. 
  Future possibilities may include texting.
• Support-Incident Management: Provide impact- and priority- based Incident categorization in 
  order to track progress of all incidents and restore degraded or disrupted services as quickly as possible.
• Initial Telephone Call Handling: Provide live telephone support during Normal Working Hours. 
  Accept Users' requests for service, record the request, and attempt resolution. If the agent 
  handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel.
• Initial Email Handling: Check for requests coming through email on a regular basis and create 
  tickets based on these requests as required by the appropriate SLAs.
• Critical Events Handling:
• Establish means to accept these events and to track them via ITSM tickets
• Manage resolution process in a manner that meets and/or exceeds applicable SLA
• Make information about these critical events available to all SD agents for real-time 
  reference. 
• Ticket Updates: Update or ensure that all tickets are updated in a manner that meets the 
  applicable SLAs.
• Ticket Closure: No ticket can be closed without concurrence from the User that the ticket has, 
  in fact, been fully resolved and that the service has been restored. When an issue is resolved, 
  change the status of the ticket to "Resolved." Follow up periodically to verify the service meets 
  client expectations; close when completed.
• Incident Handling and Management: Assume responsibility for resolving Incidents in a 
  manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance 
  if other support teams are not being responsive to requests for assistance. Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.
• Problem Handling and Management: Continuously review Incident data as well as other 
  sources of information to identity trends that may lead to discovery of a common cause of 
  incoming incidents. When such a cause is determined, create a Problem ticket and link all 
  related Incident tickets to it. Upon resolution of the Problem ticket, update all related Incident 
  tickets.
• Request Fulfillment (Service Request) Management: Receive requests from a variety of 
  sources including user or technician telephone call and voicemail, user or technician e-mail, 
  and User or technician walk-in.
• Ticket Ownership: Assume responsibility for Incident, Problem and Service Request resolution 
  regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.
• User Notification: Notify Users about planned maintenance windows and outages via e-mails. 
  Remote Desktop Management: Provide configuration and troubleshooting assistance using 
  supplied remote desktop management tools such as BeyondTrust (Bomgar).
• Application Support: Assist users with configuration, troubleshooting and answering "how-to" 
  questions related to usage of standard and other approved applications.
  Assistive Technology User Support: Assist Users using assistive technology tools, such as 
  Windows Ease of Use and Jaws.
• On-Line Collaboration Tool Support: Support use and management of provided On-line 
  collaboration solutions such as WebEx, Zoom, and Teams by assuming responsibility for 
  scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.

Required Qualifications:

• Education: High School Diploma or GED (required)
• Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive
• Windows 10/11 operating systems
• Active Directory user administration: Password resets, Account unlocks, Basic user account updates
• Common desktop hardware: Laptops, Desktops, Printers, Monitors, Mobile devices
• Network fundamentals: VPN connectivity, Wi-Fi troubleshooting, Basic TCP/IP concepts
• ServiceNow or equivalent ITSM ticketing system
• Customer Service Skills:
• Strong verbal and written communication skills
• Ability to communicate technical information to non-technical users 
• Ability to handle high call volumes professionally
• Experience documenting incidents and requests accurately
• Strong organizational and multitasking abilities
• Ability to work in a metric-driven environment 
• Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant. 

Highly Preferred Certifications:

• One of the following:
• CompTIA A+
• HDI Support Center Analyst (HDI-SCA)
• ITIL 4 Foundation 
• Microsoft 365 Fundamentals (MS-900)