What are the responsibilities and job description for the IT Help Desk Tier I/II 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 Service Desk Representatives (Tiers I and II) to support a Program for 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:
- .
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)
Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.