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Integrated Service Desk Technician

4 months ago

Chantilly, United States Catapult Staffing Full time

Position: Integrated Service Center Technician

Location: Chantilly, VA

The Integrated Service Center Technician will provide front line support and act as the primary point of contact for a large government organization with diverse customers. Service Center Technicians will provide the highest quality customer care with every interaction. This role requires effective customer service skills, emphasizing problem-solving and trouble-shooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.

This position is open for a Mid or Evening Shift Technician:

Shift will be 2pm - 10pm or 10pm - 6am ; Sun - Thurs, Mon - Fri or Tue - Sat

What You'll Get To Do:

  • Provides first level support for inbound incidents and Service Requests
  • Provide front line phone and email support related to system and application issues
  • High comfort level working with technology at a fast pace
  • Ability to quickly route issues according to issue type and severity
  • Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
  • The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone

You'll Bring These Qualifications:

  • Active TS/SCI with a Poly required
  • 1+ year of experience in Help Desk support and/or networking
  • Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
  • Degree or equivalent work experience
  • Experience working with Help Desk ticketing tools and knowledge base resources

Preferred Certifications:

  • CompTia Security+
  • CompTia A+
  • CompTia Server+
  • CompTia Network+
  • HDI Customer Help Desk Analyst
  • Microsoft Office Specialist