IT Helpdesk

Job Description

• Serve as Tier 1 Help Desk support for ServiceNow applications deployed for our customer
• Provides phone, email, and web support to users for applications developed or deployed under this contract.
• Experience providing helpdesk services to applications in a multi-department environment
• Address client queries via phone or email as required
• Perform troubleshooting through diagnostic techniques to pertinent questions
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue into the trouble ticketing system
• Manage ticketing queues in a timely manner to maintain defined Service Level agreements
• Perform post-resolution follow-ups to help requests
• Work independently and as part of the team
• Document status updates and follows up for users on status for resolution
• Create ticketing metrics reports for leadership meetings
• Strong written and verbal communication skills

• 2-3 years Ticketing system expertise
• Experience working with Windows 7/10, Windows servers 2008-2019, Mac OS
• Experience working with MS Office suite including email clients (Outlook)
• Experience with ticketing systems and helpdesk processes
• Experience in supporting proprietary software
• Experience with Active Directory, printers, anti-virus, backups
• Hands on experience with diagnosing and resolving basic technical issues
• Has the ability to understand user problems and the ability to explain technical fixes in a clear manner to non-technical users
• IAT Level I Certified - A+ and/or Security+ Certification
• Active Secret Security Clearance
• ServiceNow knowledge or experience, a Plus