Job Seekers, Please send resumes to resumes@hireitpeople.com
Pl. send resumes to resumes@hireitpeople.com
For faster process, call to - (202) 719-0200 Ext:127
Int. type - Either Phone or In Person.
Short Description: This is an elevated Service Desk role that is 95% phone support for internal and external customers. The technician troubleshoots, resolves, documents and escalates tickets as necessary. Excellent communication and customer service skills are a must.
Complete Description:
The primary function of this position is to resolve and/or manage issues over the phone.
Years of Relevant Experience: 2 to 4 years of help desk and/or desktop experience.
Preferred Education: A+ Certification and Network+ Certification or demonstrated equivalent.
Role Description:
- 95 % Support by phone.-Specialists perform basic troubleshooting of network connectivity and infrastructure issues.-Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
- Basic troubleshooting of LAN/WAN issues
- Remote troubleshooting of desktop issues
- Thorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool(Service Now)
- Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
- Proactive responsiveness to time sensitive issues.
- Escalate complex issues as necessary
- This is a diverse business process environment that requires independent critical thinking.
- Assume team leadership responsibilities.
- Mentor junior team members.
- Possess extensive networking knowledge.
- Experience working with complex systems or custom hardware.
This position is initially funded for 1 year and has a high probability for extension. This position is a first shift position.
Skill | Required / Desired | Amount | of Experience |
Prior recent experience working in a technical support/phone-based help desk role | Required | 2 | Years |
Prior experience with basic troubleshooting of network connectivity and infrastructure issues | Required | 2 | Years |
Prior experience Interfacing with outside vendors (Verizon and others) to assist in team/and customer support | Required | 2 | Years |
Prior experience troubleshooting LAN/WAN issues | Required | 2 | Years |
Prior experience troubleshooting desktop issues locally and remotely | Required | 2 | Years |
Prior experience working with a service desk ticketing tool | Required | 2 | Years |
Prior experience working with web-based support tools | Required | 1 | Years |
Prior experience with ServiceNow | Highly desired | 1 | Years |
