Summary
Join our team and become part of meaningful government innovation! CGS is seeking a Remote Service Desk Technician who will be responsible for answering calls, logging the calls in the ticketing system, and providing customers with rapid and accurate answers and information.
Requirements
- Must already have or be able to obtain and maintain a Public Trust Security Clearance with the Department of Justice
- High School Diploma or equivalent with 3+ years of applicable work experience
- US Citizenship
- Previous Service Desk Experience
- Ability to run reports
- Experience supporting Windows 10 and MS Office 365
- Must be able to pay close attention to details
- Must have the ability to adapt to changing work requirements, multiple tasks, and priorities, and be able to exercise discretion
- Experience with Active Directory and identity management systems, adding and modifying users, fulfilling user account requests, and troubleshooting
- Experience with two-factor authentication, password resets, PIV setup, and device management
- Experience with VoIP and mobile phone activation and hardware and software requests
- Skilled in telework and virtual meeting environments
- Experience with HID and physical point-of-entry authentication systems
- Experience using IT ticketing systems (Remedy, ServiceNow, JIRA, etc)
- Strong analytical and follow-through skills
- Strong verbal and written communication skills
- Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
- Ability to work well independently on defined tasks
- Ability to work well as part of a team
Responsibilities
- Handle Tier 1 service desk escalations through tickets, chat, email, or phone
- Follow up on outstanding requests and ensure timely resolution
- Create accounts and configure hardware as part of on-boarding process
- Support mobility devices
- Provides a single, identified point of contact for all Service Desk and change request services
- Updates and maintains Service Desk records in accordance with established support procedures
- Performs account password administration and processes new user account requests
- Develops, maintains, and executes standard Service Desk operating procedures
- Follows security requirements as requested by the Government Security Officer
- Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
- Processes standard change requests (ITSM tickets) for Installations, Moves, Adds, and Changes (IMACs)
- Remain on queue and available to assist end users during the specified shifts, excluding approved breaks, lunches, or off-queue time approved by your Manager, Supervisor, and/or Team Lead
- Manages the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
Benefits
- Health, Dental, and Vision
- Life Insurance
- 401k
- Flexible Spending Account (Health, Dependent Care, and Commuter)
- Paid Time Off and Observance of State/Federal Holidays
