Job Summary
The Service Desk Tech shall perform Tier 1 services working directly with the Service Desk and staff to ensure that service levels are achieved. The hours of operations are 24 hrs./7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following:

Position Responsibilities:

Responds to and diagnoses incidents through discussions with users.
Provides support to end users on a variety of issues.
Identifies, researches and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors problems to ensure timely resolution.
Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Operate within the SD AQLs, first call resolution, and speed of answer.
Perform password resets on applicable systems.
Collect information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system.
Utilize the knowledge base to guide callers through resolution of reported issues.
Ensure that all email service requests are processed within the AQLs.
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.
Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

Position Qualification Requirements:

Mandatory

US Citizen
High School Diploma or equivalent
Must be able to obtain/hold T1 Public Trust clearances supported by a Limited Background Investigation Desired