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Tier 1 Help Desk Technician

Steerbridge
El Paso, USA
Full-time
Entry
Onsite
USD 15-18 hourly / hour
Discovered 1 weeks ago
ServiceNow
Free

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Full Job Posting

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Life Insurance
  • 401(k) Retirement Plan with matching

• Paid Federal Holidays

  • Must be a US Citizen.
  • Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable.
  • Must be a resident of Kentucky, Louisianna, or Texas.
  • Must be to work from local GDIT office as required.
  • Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a federal background check).
  • Must possess multi-channel skill sets: phone, email, text, and chat.
  • Demonstrated experience in providing accurate information to customers, enabling a high first call resolution rate.
  • Must be skilled in providing courteous, customer-friendly, high-quality service.
  • 1+ year Help Desk work experience.
  • Experience with ServiceNow ticketing system.
  • Previous experience working on civilian federal government agency contract(s).
  • Task and responsibilities in this role include, but are not limited to the following:
  • Handle incoming contacts via electronic media such as: Telephone (via toll-free access numbers), Electronic mail, SMS/text messaging, Web-Chat submissions, Self-service web portal
  • Act as the single interface and Single Point of Contact (SPOC) for all communications with
  • and between end-users and resolver groups regarding all incidents and tickets.
  • Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups.
  • Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions.
  • Provide timely response to all tickets based on priority and impact.
  • Communicate status of incidents to end-users as status changes.
  • Transfer the incident to the appropriate work queue as required.
  • Immediately perform a warm transfer to the appropriate application resolver group for applications issues.
  • Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR’s based on priority.
  • Communicate status of SRs to end-users as status changes.
  • Transfer the SR to the appropriate resolver group as required.
  • Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs.
  • Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures.

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