Service Desk Technician Level I
5 days ago
Inserso is seeking a highly skilled Service Desk Technician Level I to join our team at our government customer site in Chandler, AZ. As a key member of our support team, you will play a critical role in providing exceptional customer service and technical support to our clients.
Key Responsibilities:- Provide first-line technical support to customers via phone, chat, and email
- Resolve technical issues efficiently and accurately using established procedures and processes
- Collaborate with colleagues and other support groups to ensure seamless issue resolution
- Analyze information and evaluate results to choose the best solution to solve issues
- Observe, receive, and obtain information from relevant sources to resolve technical issues
- Follow the knowledge base and priority matrix for issue resolution
- Perform remote diagnostics and troubleshooting on client workstations
- Respond to general inquiries and non-technical questions
- Provide prompt and courteous customer service
- Troubleshoot and resolve incidents and problems
- Provide website navigation assistance
- Password recovery/reset
- Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
- High School Diploma or GED
- 1 year of IT Support experience, preferably in Help/Service Desk or Call Center environment
- Experience troubleshooting common technical incidents such as local systems set-up and local network issues
- Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries
- Experience with Windows operating system
- Experience with Microsoft Office O365
- Punctuality and ability to work in a 24x7x365 environment including weekends and holidays
- Experience working with customers over the phone
- If the position requires you to enter certain facilities, you may be required to attest to or provide proof of COVID-19 vaccination or be able to provide a negative COVID-19 test result based upon time frames established by the applicable facility. Additionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework
- ITIL certified
- Experience using ITSM Ticketing System (ServiceNow, Remedy, ZenDesk)
- Experience using Remote Desktop or other remote assistance applications (BOMGAR, RDP) to troubleshoot end-user incidents
- 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.)
- 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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