Service Desk Technician Level III
1 month ago
Responsibilities:
- Support, assist, and mentor other Service Desk Technicians to resolve complex end-user issues.
- Assist with managing small teams (2nd and 3rd shift or as necessary when Team Leads are unavailable).
- Review, update, and create new Knowledge articles for use by other technicians.
- Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues.
- Observing, receiving, and otherwise obtaining information from any relevant source.
- Diagnose and resolve technical issues within the policies and guidelines provided, documenting all steps taken.
- 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.
- Provide assistance with customer escalations to the supervisor for all Service Desk Technicians.
- Password recovery/reset.
- Interact with other Tier 3 Engineers and Management.
- Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
- Associate Degree or equivalent experience.
- 3 years of IT Support experience, preferably in Service Desk environment or Call Center environment.
- Demonstrated ability to lead or mentor small teams: providing coaching and training on new processes or tools.
- Solid understanding of ITIL principles and ability to obtain ITIL certification within 90 days of start.
- Experience working with escalated support tiers (Engineering, On-Site Support, Vendors, Gov. Officials) to troubleshoot and follow issues through to resolution.
- Ability to develop and enhance Analyst's technical and customer service skills.
- Demonstrated ability to resolve complex desktop support incidents in an enterprise environment.
- Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical customer inquiries.
- Experience handling user/customer complaints that require supervisor escalation, maintaining a high level of customer service while deescalating any conflict to provide an acceptable resolution.
- Experience using Remote Desktop or other remote assistance applications (BOMGAR) to troubleshoot end-user issues.
- Proficient with Windows operating systems.
- Proficient with Microsoft Office 2016/O365.
- Punctuality and ability to work in a 24x7x365 environment including providing on-call support with potentially short notice.
- Experience working with customers over the phone with excellent customer service skills.
- ITIL Certification.
- Microsoft Certified IT Professional (MCP).
- Experience troubleshooting Active Directory.
- Experience with creating/writing/updating technical documentation and Knowledge articles for use by technicians/end users/other groups/management.
- Experience with mobile device activation, backup, and troubleshooting (BlackBerry, Sonim, Intune).
- Experience providing technical support for DHS, DoD, or similar large government enterprise.
- Experience observing and analyzing employees' workflow/processes to identify areas for improvement.
- Experience with Avaya CMS application or similar telecommunication systems.
- Experience creating/running daily metrics reports.
- Experience with ServiceNow or similar ITSM/CRM platforms.
- Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.).
- Effectively communicate with customers, stakeholders, and technical specialists.
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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