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Service Desk Technician Remote
Recruited by Logicalis, Inc. 10 months ago
Address Jackson, MS, United States
Jr Service Desk Technician (Tier 1.0)
Company | GovCIO |
Address | Kiln, MS, United States |
Employment type | FULL_TIME |
Salary | |
Category | Business Consulting and Services |
Expires | 2023-10-03 |
Posted at | 8 months ago |
GovCIO is hiring for a Service Desk Tech in Mississippi.
- Identifies, researches and resolves technical problems.
- Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
- Simulates or recreates user problems to resolve operating difficulties.
- Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.
- Responds to telephone calls, email and personnel requests for technical support.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify correct core problem.
- Utilize the knowledge base to guide callers through resolution of reported issues.
- Documents, tracks, and monitors problems to ensure timely resolution.
- Recommends systems modifications to reduce user problems.
- Perform password resets on applicable systems.
- Provides support to end users on a variety of issues.
- Collect information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system.
- Operate within the SD AQL’s, first call resolution, and speed of answer.
- Responds to and diagnoses incidents through discussions with users.
- Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.
- Ensure that all email service requests are processed within the AQL’s.
- Clearance required: Public Trust Must be able to obtain/hold T1 Public Trust “clearances” supported by a Limited Background Investigation (US Citizenship required)
- 0-2 years experience. Will train the right candidate
- High School Diploma or equivalent
- ITIL Foundation certification
- MCSA Office 365 certification
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