Service Desk Technician
4 weeks ago
About Aleut Federal
Aleut Federal is an Alaskan Native-owned enterprise that supports its Shareholders, the Unangax, by providing excellent service and quality results to clients and the federal government.
We engage in local markets, so community service is embedded in our process.
Position Summary:
The Service Desk Technician provides customer service to 30,000+ Enterprise users to ensure account issues are identified and resolved promptly.
Responsibilities:
Deliver Tier 1 support by creating tickets, performing initial troubleshooting, and documenting steps to resolve incidents.
Provide basic knowledge and support on Microsoft operating systems and common applications, diagnose and resolve client-level issues, and contribute to Knowledge Base articles.
Track assigned and created tickets through resolution, identify and resolve computer system malfunctions, and contribute to monthly metrics on service tickets.
Provide customer satisfaction surveys when incidents are resolved, identify and contribute to the resolution of recurring incidents, and coordinate escalation with higher Tier support levels.
Monitor and comply with Standard Operating Procedures documentation, create user accounts using enterprise tools, and provision Jabber accounts and VOIPs.
Requirements:
High School Diploma with 2-5 years of experience or commensurate experience.
MUST HAVE a verified DoD Top Secret clearance with SCI eligibility on day one.
Experience with a service ticketing system, Service Now or Remedy, and current CompTIA Security+ CE certification.
Good client management skills and good oral and written communication abilities.
Aleut Offers:
Health insurance, dental/vision insurance, paid time off, short- and long-term disability, life insurance, and 401k with match.
Aleut Federal, LLC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.
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