Service Desk Agent

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Second-61

WebsiteLinkedInAll Job Openings

1 - 10 employees

Our Teams deliver IT Services, Project Management and Project Delivery Management, Complex Energy and Environmental Solutions, Security Solutions, and Invent high value solutions.

📋 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.