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Service Desk Technician Level I

Company: Inserso Corporation
Location: Chandler
Posted on: November 17, 2021

Job Description:

Inserso is looking for a Service Desk Technician Level I to join the team for a rewarding and challenging opportunity at our government customer site in Chandler, AZ. We strive to have a high rate of first call resolution but also expect our team to follow proven processes with routing tickets to the appropriate support groups whenever possible. We provide 24x7x365 support and everyone must have the ability to multitask in a fast-paced environment, possess the knowledge and expertise to resolve customer issues efficiently and accurately. This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods. Responsibilities This role will include, but will not be limited to the following responsibilities: Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues. Offer first line of customer support, and provide information that may be found in Knowledgebase and/or manuals. Cooperating and supporting colleagues and interacting with other support groups. Analyzing information and evaluating results to choose the best solution to solve issues. Observing, receiving, and otherwise obtaining information from any relevant source. Resolve technical issues within the policies and guidelines provided. Follow the knowledge base and priority matrix for issue resolution. Remote diagnostics and troubleshooting client workstations. Respond to general inquiries and non-technical questions. Providing prompt and courteous customer service. Troubleshoot and resolve incidents and problems. Provide website navigation assistance. Password recovery/reset. Required Experience Associate Degree or equivalent experience. 1 year of IT Support experience, preferably in a help desk or call center environment. Demonstrated technical expertise to troubleshoot 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 using Remote Desktop or other remote assistance applications (BOMGAR, Dameware) to troubleshoot end-user incidents. Proficient with Windows 10 operating system. Proficient with Microsoft Office 365. Punctuality and ability to work in a 24x7x365 environment including weekends and Holidays. Experience working with customers over the phone with excellent customer service skills. Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process Must provide proof of full COVID-19 vaccination or be able to receive approval for a legally recognized exemption from the vaccination requirement for federal government contractors. If exempted from the vaccination requirement, must be willing to take COVID-19 tests, perhaps multiple times per week. Additionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework. Preferred Experience ITIL certified. Microsoft Certified IT Professional (MCP). Experience with ServiceNow or similar ITSM. Other relevant technical certifications (e.g. Cisco, Microsoft, CompTIA, etc.). Inserso is an equal opportunity employer and does not discriminate on the basis of sex, age, race, color, religion, marital or veteran status, national origin, disability, obligation to serve the armed forces of the U.S., or any other characteristics by applicable federal, state or local laws. Reasonable accommodation will be made for qualified individuals with a disability, where such accommodations will not impose an undue hardship during the application process and on the job.

Keywords: Inserso Corporation, Chandler , Service Desk Technician Level I, Professions , Chandler, Arizona

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