Service Desk Support Specialist

2 weeks ago


Texarkana, Texas, United States William C Brown Inc Full time
Job Summary

We are seeking a highly skilled Service Desk Agent to join our team at William C Brown Inc. As a Service Desk Agent, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities
  • Manage, track, report, process, and assign tickets daily.
  • Review tickets daily and reprioritize as needed to ensure compliance with Service Level Agreements (SLA).
  • Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests.
  • Actively manage incident tickets and provide status updates on each ticket per SLA.
  • Work with customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue.
  • Craft technical and professionally written outage notifications and updates to incident stakeholders.
  • Conduct continuous improvement service desk support and update knowledge base as required.
  • Perform systems administration troubleshooting and support.
Requirements
  • Hands-on experience running Linux commands and working with Windows servers (> 2 years).
  • ITSM products (i.e. Remedy) CRQ/WO/INC/KMS management.
  • Hands-on experience being part of an IT service desk team.
  • Excellent written and communication skills required; excellent customer service aptitude.
  • Ability to multi-task: manage a conference call and take notes at the same time.
  • Must have schedule flexibility.
  • Applicant must be a U.S. Citizen, and be able to pass a Public Trust Assessment.
Location

Bowie, Maryland

Job Type

Full-Time/Part-Time: Full-Time

Exempt/Non-Exempt

Non-Exempt

Security Clearance Requirements

Public Trust


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