Job Title
We are seeking proactive and technically savvy level 1 support agents to provide first-level IT support, respond to customer requests, and resolve software, hardware, and network operations difficulties.
* Key Responsibilities:
* Provide technical assistance to clients via phone, email, or in-person
* Resolve software, hardware, and network operations issues
* Document calls and incidents accurately
* Manage time and workload to meet service levels
* Maintain data accuracy in our contact management system
* Assign incidents and requests to the correct support group
* Act as a single point of contact on incidents and problems logged
* Perform diagnostics to initiate problem management workflow process
* Provide clients with a reference number for their incident/request
* Familiarize yourself with various media sources that interface with the Service Desk
* Support multiple clients through customer service professionalism and insight
* Flexible to work in a 24/7 environment and requires being able to work on a rotating shift roster including nights and weekends
* Able to comprehend and uphold company policies and procedures
Requirements
To be successful in this role, you will need:
* Certifications:
* Active NV1 Security Clearance
* Ability to obtain NV2 Security Clearance
Preferred Qualifications
We prefer candidates with:
* Customer Service Experience:
* Demonstrated ability to provide excellent customer service in a fast-paced environment