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Help Desk Technician Jobs
Company | STOPSO |
Address | Orlando, FL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Information Technology & Services |
Expires | 2023-09-25 |
Posted at | 8 months ago |
Brief Overview Of Position
- Input trouble calls into the ticket tracking system. Ensure all relevant information is gathered and documented
- Meet established service level metrics for call response, technical support, and customer service
- Maintain existing and when required create new SOPs in support of this objective for common Help Desk processes and activities.
- Resolve trouble calls; in person at the help desk, over phone, and/or through email
- Assign Trusted Agents (TA's) responsible for issuing alternate tokens to HQ personnel when required
- Escalate trouble tickets when required by service desk processes to Tier II, Tier III, or appropriate team/individual
- Provide follow-up service to end-users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient manner
- Fully document call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicable
- Analyze and resolve trouble tickets utilizing tools such as remote desktop
- Active DoD Secret Security Clearance is mandatory
- A+ Certification
-
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