Service Desk Technician

2 days ago

Florence, Colorado, United States Second-61 Full time
Job Title: Service Desk Technician Level 1

We are seeking a highly skilled Service Desk Technician Level 1 to join our team at Second-61. As a Service Desk Technician, you will be the first point of contact for our customers, providing technical support and assistance with hardware, systems, and applications.

Responsibilities:
  • Respond to and resolve customer requests in a timely and efficient manner.
  • Assist with managing escalated customer issues and creating updates to process and procedure documentation.
  • Resolve problems with or without remote tools.
  • Consistently achieve First Contact Resolution performance metric.
  • Accurately document calls and cases.
  • Be aware of customer's time restraints and work within those time limits.
  • Keep customer aware of resolution steps if ticket needs to be dispatched.
  • Provide clients with problem reference numbers and request numbers.
  • Enter all troubleshooting/resolution steps into the trouble ticket.
  • Manage time and workload to meet predetermined service levels.
Requirements:
  • DoD Approved 8570.01 Level I certification (such as CompTIA A+) - we may provide assistance in training to obtain the exam.
  • Excellent customer service skills.
Working Conditions:
  • This is a 24/7/365 operation, candidates must be willing to work rotating shifts.
Security Clearance / Background Check:
  • Department of Defense Secret Security Clearance or be able to acquire one; We can sponsor you.
  • Must be able to pass standard background check and drug screening.

We are an equal opportunity employer and welcome applications from diverse candidates. We consider qualified applicants regardless of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

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