TS / SCI Required

Responsible for supporting the program / project / client to deliver Technology Infrastructure Services to meet customer business needs and expectations.

Receives and responds to routine / basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department / desk, escalates as necessary, and tracks and follows up on all incidents.

Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.

Duties and Responsibilities :

• Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
• Receives and logs customer problem / request / issues by documenting the problem and updating the customers contact information.
• Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate.

Escalates to more senior team members as appropriate.

• Performs incident notification and escalation of problems / request / issues to responsible party.
• Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
• Follows defined process to document problems within tracking software and database.
• Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement.
• Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
• Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
• Other supporting duties, as directed.
• Willingness to work overtime and varying hours as required.

Minimum Qualifications :

• 0-2 years Personal Computer experience including customer support or Help Desk.
• 0-2 years of customer service or public relations experience.
• Experience with an incident tracking system (desirable).
• Ability to maintain government clearance or investigation.

Certifications / Licensures

CompTIA Security

Clearance Requirements

TS / SCI required.

Preferred Skills

• Excellent customer service skills
• Uses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all times
• Excellent communication and interpersonal skills
• Good problem solving and analytical skills
• Technical experience in :
• Microsoft Windows Operating Systems
• Microsoft Office
• Network Connectivity
• Print Services
• E-Mail and Internet mail
• Basic PC usage and troubleshooting

Other Job Specific Skills

• Ability and desire to build additional technical skills
• Ability to interact effectively with others
• Ability to follow instructions to produce desired results
• Aptitude to multi-task workloads
• Ability to remain calm and courteous in periods of stress
• Ability to work with broad range of experience levels
• Good administrative and organizational skills
• Willingness to work overtime and varying hours as required

Last updated : 2024-05-09