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Service Desk Technician

Company: GovCIO
Location: Sterling
Posted on: May 11, 2022

Job Description:

GovCIO is a team of transformers--people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation governmental operations that improve the citizen experience every day.But we can't do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We're changing the face of I.T. - from our diverse staff to the end-products we develop. And we're excited to expand our team. Are you ready to be a transformer?ResponsibilitiesA Service Desk Analyst will provide Tier 1 Level Support to DEA personnel located throughout the work to support DEAs Sensitive but Unclassified (SBU) and Secret Networks. The Service Desk Analyst's work is tracked through its ACD System and Enterprise ticketing software. - Tickets are tracked and measured with a focus on high customer service and metrics like First Call Resolution, Call Abandonment Rate, and Speed to Answer.

  • Provide Tier 1 phone support and troubleshooting in compliance with established policies/procedures
  • Meet contractual Service Level Agreements (SLAs) in regards to speed to answer, first call resolution, abandonment rate, and customer satisfaction
  • Create, update, and track service requests/incidents within the ticketing system
  • Provide courteous, knowledgeable, and professional troubleshooting for reported problems
  • Properly identify and categorize calls
  • Properly escalate problems
  • Conduct follow up calls
  • Conduct follow up on large-scale reported problems
  • Maintain and update a library of Standard Operating Procedures
  • Assist users with connectivity issues with hardware and software capabilitiesRequired Qualifications
    • US Citizenship required
    • Active DoD Secret Clearance (or ability to obtain and maintain a Security Clearance)
    • Ability to obtain and pass a DEA Suitability Clearance
    • 1-2 years relevant IT experience/education (or combination of both)
    • Experience supporting Microsoft Windows environments and Microsoft software
    • Experience troubleshooting and resolving Tier 1 hardware and software problemsDesired Qualifications
      • Bachelor's degree is an asset
      • ITIL Foundations v4
      • Security+

Keywords: GovCIO, Sterling , Service Desk Technician, Professions , Sterling, Virginia

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