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Tier 1 Agent
2 months ago
TYPE: Hybrid (On-site Once a Week); Part-Time (~20 hrs/week)
LOCATION: 10767 Gateway West Blvd., El Paso, TX 79935
REQUIRED QUALIFICATIONS
• Must be authorized to work in the U.S.
• MUST be a resident of TEXAS and live within reasonable driving distance of the local GDIT office located at 10767 Gateway West Blvd., El Paso, TX 79935.
• Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a Federal background check).
• Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable.
• Must pass testing and practicums in training.
• 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.
DESIRED QUALIFICATIONS
• 1+ year Help Desk work experience.
• Experience with ServiceNow ticketing system.
• Previous experience working on civilian federal government agency contract(s).
RESPONSIBILITIES
Task and responsibilities in this role include, but are not limited to the following:
• Handle incoming contacts via electronic media such as:
o Telephone (via toll-free access numbers).
o Electronic mail.
o SMS/text messaging.
o Web-Chat submissions.
o 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.
POSITION OVERVIEW
SteerBridge Strategies seeks a Tier 1 Help Desk Technician. In partnership with General Dynamics Information Technology (GDIT), we are supporting the Department of Veterans Affairs (VA) in its commitment to creating an interactive experience for its technology users that is easy, pleasant, effective, and personalized. As part of this commitment, the VA is seeking toimprove its efficiency and effectiveness of interactions by transitioning Tier-1, Enterprise Service Desk (ESD) Services to the team at GDIT. The scope of the ESD is to provide support to all End Users and VA designated executives / VIP End Users, on a 24x7x365 basis.
As a Tier 1 Help Desk Technician, you will assist in operating an environment where all incidents, problems, requests, change and service requests for end-users are received, monitored, tracked, and worked to resolution, or handed over to other resolvingstakeholders/parties as required.
COMPANY OVERVIEW
SteerBridge Strategies is a CVE-Verified Service Disabled, Veteran Owned Small Business (SDVOSB) providing a wide array of professional services to the U.S. Government and private sector. We leverage decades of federal acquisition and procurement experience to deliver best in class commercial solutions for government agencies while maximizing veteran talent.
SteerBridge Strategies is committed to equal employment opportunity and nondiscrimination for all employees and qualified applicants without regard to a person's race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation, or any characteristic protected under applicable law. SteerBridge Strategies will make reasonable accommodations for qualified individuals with known disabilities in accordance applicable law.
