We are currently seeking a User Support Help Desk individual to join our team working on a federal government project. The centralized service desk provides a single point of contact for initial problem reporting of IT related issues.

The Support Team averages about 20,000 contacts per year (either by phone or help desk ticket) with approximately 2,000 users supported.

The volume can generally be expected to increase whenever new technologies are deployed, when new equipment is purchased, or when old equipment is failing.

This individual will be required to work closely with members of the NexGen and client teams, including but not limited to, domain experts and developers.

Essential Duties and Responsibilities include the following :

• Triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue to other federal government staff for resolution.
• Provide first line support (tier I and tier II support) to the end users that will include but are not limited to :
• Recording, troubleshooting, and providing solutions to end-user IT related issues involving federal government workstations, laptops, mobile devices, standard software, and applications.

This is done through a ticketing system to record, manage and track the life cycle of end user IT related issues.

• Ensure that the service desk is responsive to end user problems.
• Record all calls into the ticketing system while troubleshooting, triaging, and prioritizing all support requests. Then collect, document and store (knowledge database), and present information to agency.
• Research technical documentation, determine the urgency, provide instruction to the user, and either close the ticket or escalate the call.
• Monitor the escalated tickets to insure they are being resolved according to defined SLAs and completing / closing tickets timely.
• Assist in the maintenance and update technical reference information, support communications and the knowledge management database.
• Log and assign priorities for all requests not resolved at the time of the call as defined by policies and procedures based on specific definitions while adhering to the established operating procedures and any existing service level agreements.
• Review and escalate any negative customer complaints with full ticketing information and tracking of all e-mails associated with the ticket.
• Attend project meetings and training sessions when new products and applications are rolled out.
• Provide monthly service level metrics reporting for all areas of support.
• Develop a communications plan that outlines the procedures and feedback processes for the dissemination of information to customers and for the systematic gathering of feedback.
• Other duties as assigned.

Last updated : 2024-03-22