What are the responsibilities and job description for the Call Center Help Desk position at Systems Integration, Inc.?
Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking motivated and customer-focused IT Call Center Help Desk (Tiers I and II) in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS). The Program provides IT support for over 65,000 users worldwide. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.
Responsibilities:
- Assist end-users virtually (phone/email/chat) by identifying and solving problems with computer hardware and software functionality.
- Assists customers via email messages, web inquiries and or phone calls and logs all requests into the government tracking system (ServiceNow).
- Perform remote troubleshooting through diagnostic techniques and asking pertinent questions.
- Determine the best solution based on the issue and details provided by users.
- Grants access new employees to the network, directory and related systems.
- Escalates when problems are identified and corrected in a timely manner.
- Follows up with customers when an issue has been resolved to gain feedback.
- Runs reports to identify malfunctions that continue to occur.
Qualifications:
- Must be a US Citizen.
High School Diploma or equivalent.
- 1 – 2 years of help desk experience.
- Good understanding of computer/software systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- MCSA certification preferred.
- A certification preferred.
- Must possess strong customer service skills.
- Must have knowledge of both hardware and software systems.
- Bilingual preferred (Spanish)
