1 help desk technician tier i Job in sterling, va
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Progression, Inc. is Hiring a Help Desk - Tier I&II Near Sterling, VA
Help Desk Tier I&II Sterling, VA MustActive Secret clearance
1 to 3 years of Help Desk / Service Desk experience
1 to 3 years of Remedy ticketing or ServiceNow CRM
Microsoft IT Support Certification or HDI SCR
Experience supporting the Client, DOD and prior is experience working for DOS is a plus
Security CE required
DutiesBachelors Degree required or sub for experience
Customer Support Specialist, you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs.
Here are some of the primary responsibilities you will have as a Customer Support Specialist:
Provide remote phone, email and chat troubleshooting support for application, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets).
Make outbound service calls to customers.
Record all information accurately in the CRM ticketing tool.
Resolve issues using the Knowledgebase.
Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
Work in one or multiple work queues over various customer contact channels.
When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.
Collaborate with Customer Support team colleagues and other members of the team.
Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.
Progression Inc. is an equal opportunity and affirmative action employer. Progression Inc. is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities. #indpro
1 to 3 years of Help Desk / Service Desk experience
1 to 3 years of Remedy ticketing or ServiceNow CRM
Microsoft IT Support Certification or HDI SCR
Experience supporting the Client, DOD and prior is experience working for DOS is a plus
Security CE required
DutiesBachelors Degree required or sub for experience
Customer Support Specialist, you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs.
Here are some of the primary responsibilities you will have as a Customer Support Specialist:
Provide remote phone, email and chat troubleshooting support for application, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets).
Make outbound service calls to customers.
Record all information accurately in the CRM ticketing tool.
Resolve issues using the Knowledgebase.
Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
Work in one or multiple work queues over various customer contact channels.
When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution.
Collaborate with Customer Support team colleagues and other members of the team.
Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.
Progression Inc. is an equal opportunity and affirmative action employer. Progression Inc. is committed to administering all employment and personnel actions on the basis of merit and free of discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or status as an individual with a disability. Consistent with this commitment, we are dedicated to the employment and advancement of qualified minorities, women, individuals with disabilities, protected veterans, persons of all ethnic backgrounds and religions according to their abilities. #indpro
Job Summary
JOB TYPE
Contractor
SALARY
$66k-83k (estimate)
POST DATE
05/19/2024
EXPIRATION DATE
06/13/2024
WEBSITE
progressioninc.com
HEADQUARTERS
Reston, VA
SIZE
<25
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