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Tier 1 Help Desk

Company: Telesis Corp
Location: Silver Spring
Posted on: May 14, 2018

Job Description:

CLEARANCE REQUIREMENT:
Public Trust, Level 5

Job Summary:

* The Helpdesk is the primary entry point for all requests/issues that are resolved by Helpdesk representatives. Typically this is the initial point of contact that is initiated by issue creation, email, or a phone call.

* Tier 1 support shall include the following:

* Identify, classify, triage, and resolve help desk tickets submitted by users via e-mail, ServiceNow ticketing system, soft phone, and within the Panorama application.

* Account management which consists of managing user profiles and roles, resolving log-in issues, password resets, timely and accurate responses to Panorama questions, and network issues.

* Technical environment support shall be provided to resolve navigation, browser, and configuration questions that involve advance troubleshooting of technical environment issues that impact the performance of the Panorama application.

* Demonstrate a strong understanding of issues, including technical analysis, troubleshooting, analyzing root cause and engaging appropriate SME, as needed to drive incident and problem management.

Requirements/Desired Skills:

* Strong computer skills and application support experience with Microsoft Office 2010, Windows 7 and Workfront are a plus.

* Must have strong attention to detail and analytical ability to resolve complex customer inquiries.

* Ability to exercise good judgment, prioritize multiple tasks and problem solve under pressure of deadlines.

* Excellent verbal and written communication skills as well as interpersonal skills to effectively interface with all levels of staff, clients and customers.

* Ability to multi-task and perform research using the available tools, not limited to the organization's intranet and SharePoint sites.

* Ability to demonstrate superior organizational skills by keeping operational files in easy to reach location for daily referral during customer support.

* Must have the ability to handle a high level of responsibility and adapt to frequent process changes.

* Demonstrate a strong work ethic.

* Government contract experience a plus.

Must be able to must obtain and maintain Public Trust level 5 security clearance.

Experience 2-3 years Help desk Customer Service. Must speak English fluently.

Education:

* Workfront /Attask certification desired.

* Microsoft Office Certification (MOS) desired.

* B.S. in Computer Information Systems, Business Administration, Information Technology or related field preferred

Telesis maintains a policy of non-discrimination for all employees and applicants in every facet of the company s operations. In compliance with federal and state laws, Telesis hires, trains, and promotes all qualified employees without unlawful discrimination on the basis of race, color, religion, gender, national origin, age, marital status, disability, and any other legally protected status

Telesis maintains a policy of non-discrimination for all employees and applicants in every facet of the company s operations. In compliance with federal and state laws, Telesis hires, trains, and promotes all qualified employees without unlawful discrimination on the basis of race, color, religion, gender, national origin, age, marital status, disability, and any other legally protected status

Keywords: Telesis Corp, Silver Spring, Tier 1 Help Desk, Other, Silver Spring, Maryland

Click here to apply!

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