Service Desk Agent

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🕒 June 25

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Second-61

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

🎖️ Defense

⚡ Energy

Consulting • Defense • Energy

Second-61 is a company that specializes in IT Services and IT Consulting. Their teams deliver a variety of solutions including project management, project delivery management, complex energy and environmental solutions, and security solutions. The company emphasizes its commitment to its customers and employees, describing its workforce as patriots and hard-working individuals dedicated to delivering high-value solutions. Their core values include faith, family, and a strong sense of duty to protect and defend their beliefs and those they serve.

📋 Description

• Provide telephone technical support of hardware, systems, sub-systems and/or applications for FAA employee and non-employee user base. • Field questions about installation, operation, configuration, customization, and usage of assigned products. • Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. • Escalate complex problems to a higher level of expertise within the organization. • Effectively communicates with end-users via telephone, email and chat. • Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner. • Ensures troubleshooting and resolutions are accomplished using industry best practices. • Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact. • Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications. • Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve detection and resolution of problems.

🎯 Requirements

• Must possess excellent communication skills • Be dependable, outgoing and positive with excellent problem solving skills. • Must be willing to work effectively within a team environment in a fast-paced support role. • Passion for Information Technology and desire to grow in the industry • Technical proficiency in supporting MS Office 2016+, Windows 7-10, Active Directory, Networks and other COTS products. • Help Desk Institute (HDI) Certification • Associates degree related to Computer and Information; or High School degree and up to two (2) years of sufficient technical or customer service experience. • Experience with the following tools; Active Directory, BeyondTrust (Bomgar), ServiceNow • Candidate must be a U.S. citizen with the ability to pass a Federal Background Investigation and obtain a Public Trust.