Service Desk Support Specialist

6 days ago

Miami, Florida, United States CGS Full time

The Service Desk Agent will be responsible for providing exceptional customer service and technical support to clients. This role involves answering phone calls, resolving technical issues, and maintaining accurate records of customer interactions.

Key Responsibilities:

  • Handle Tier 1 service desk escalations through tickets, chat, email, or phone
  • Follow up on outstanding requests and ensure timely resolution
  • Create accounts and configure hardware as part of on-boarding process
  • Support mobility devices
  • Provide a single, identified point of contact for all Service Desk and change request services
  • Update and maintain Service Desk records in accordance with established support procedures
  • Perform account password administration and process new user account requests
  • Develop, maintain, and execute standard Service Desk operating procedures
  • Follow security requirements as requested by the Government Security Officer
  • Monitor customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
  • Process standard change requests (ITSM tickets) for Installations, Moves, Adds, and Changes (IMACs)
  • Remain on queue and available to assist end users during the specified shifts, excluding approved breaks, lunches, or off-queue time approved by your Manager, Supervisor, and/or Team Lead
  • Manage the user's expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again

Requirements:

  • Must already have or be able to obtain and maintain a Public Trust Security Clearance with the Department of Justice
  • High School Diploma or equivalent with 3+ years of applicable work experience
  • US Citizenship
  • Previous Service Desk Experience
  • Ability to run reports
  • Experience supporting Windows 10 and MS Office 365
  • Must be able to pay close attention to details
  • Must have the ability to adapt to changing work requirements, multiple tasks, and priorities, and be able to exercise discretion.
  • Experience with Active Directory and identity management systems, adding and modifying users, fulfilling user account requests, and troubleshooting
  • Experience with two-factor authentication, password resets, PIV setup, and device management
  • Experience with VoIP and mobile phone activation and hardware and software requests
  • Skilled in telework and virtual meeting environments
  • Experience with HID and physical point-of-entry authentication systems
  • Experience using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
  • Strong analytical and follow-through skills
  • Strong verbal and written communication skills
  • Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
  • Ability to work well independently on defined tasks
  • Ability to work well as part of a team
  • Ability to work any shift, morning, evening, or overnight on a 24x7x365 schedule. Rotational work on holidays is required. Flexible Schedule, The startup schedule may require different hours.

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