Service Desk Technician Level II

3 days ago

Chandler, United States Inserso Full time
Inserso is looking for a Service Desk Technician Level II to join the team for a rewarding and challenging opportunity at our government customer site in Chandler, AZ. We strive to have a high rate of first call resolution but also expect our team to follow proven processes with routing tickets to the appropriate support groups whenever possible. We provide 24x7x365 support and everyone must have the ability to multitask in a fast-paced environment, possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires strong communication skills, attention to detail and an ongoing desire to acquire new skills to ensure technical competency to assist with midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods

Responsibilities:
  • Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues.
  • Offer first line of customer support, and provide information that may be found in our Knowledgebase and/or manuals.
  • Cooperating and supporting colleagues and interacting with other support groups.
  • Analyzing information and evaluating results to provide leadership information for improvements.
  • Observing, receiving, and otherwise obtaining information from any relevant source.
  • Resolve technical issues within the policies and guidelines provided.
  • Follow the knowledge base and priority matrix for issue resolution.
  • Remote diagnostics and troubleshooting client workstations.
  • Respond to general inquiries and non-technical questions.
  • Providing prompt and courteous customer service.
  • Troubleshoot and resolve incidents and problems.
  • Provide website navigation assistance.
  • Password recovery/reset.
Required Skills/Experience:
  • Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
  • Associate's degree or equivalent experience.
  • 2 years' experience of IT support in an Enterprise environment (10,000+ end-users), preferably in Help/Service Desk or Call Center environment.
  • 9 months' DHS ICE application support experience.
  • Demonstrated technical expertise to troubleshoot common technical incidents such as local systems set-up and local network issues.
  • Experience using ITSM Ticketing System (ServiceNow, Remedy, ZenDesk).
  • Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries.
  • Experience using Remote Desktop or other remote assistance applications (BOMGAR, RDP) to troubleshoot end-user incidents.
  • Proficient with Windows 10 operating system.
  • Proficient with Microsoft Office 2016/365.
  • Punctuality and ability to work in a 24x7x365 environment including weekends and holidays.
  • Experience working with customers over the phone.
Preferred Skills/Experience:
  • ITIL certified.
  • Microsoft Certified IT Professional (MCP).
  • Experience working with DHS or similar federal government agencies.
  • Experience working cohesively in a large team environment.
  • Experience working in a large/enterprise environment.
  • Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.).
Physical and/or Mental Qualifications:
  • Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
  • Continuous sitting or standing at a workstation while operating a computer.
  • May move computer equipment or other office items weighing up to 10 pounds.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.

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