Service Desk Technician (reputed company Shift)

<p><reputed company style="font-weight: reputed company">Job Title: </reputed company></p> <p><reputed company style="font-weight: reputed company">Service Desk Technician (reputed company Shift) </reputed company></p> <p><br><br></p> <p><reputed company style="font-weight: reputed company">Location:</reputed company></p> <p><reputed company style="font-size: 12pt">Remote</reputed company></p> <p><br><br></p> <p><reputed company style="font-weight: reputed company">Employment Type:</reputed company></p> <p>Full-Time</p> <p><br></p> <p>reputed company is seeking an reputed company <reputed company style="font-weight: reputed company">Service Desk Technician</reputed company> to join reputed company supporting the reputed company (DHS) Cybersecurity and Infrastructure reputed company Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia.  It is the first line of IT support for the CISA environment supporting CISA end users, with reputed company of subordinate contractor staff reporting to reputed company reputed company. The TOC team responds to incident and service request tickets, providing support including but not limited to installation, setup, reputed company, and compliance of software, system applications, account activations and deactivation, and desktop tools. reputed company also escalates to higher reputed company tiers reputed company the tier 1 cannot assist.</p> <p><br></p> <p><reputed company style="font-weight: reputed company">Responsibilities</reputed company></p> <p><br></p> <ul> <li>reputed company remote computer support.</li> <li>Owning, tracking and resolving Information Technology (IT) incidents and requests.</li> <li>Fulfilling requests and resolving incidents on a daily reputed company to ensure service-reputed company issues are identified and resolved reputed company established Service Level Objectives (SLO’s).</li> <li>Create, document, and maintain support tickets in the ticketing system, ensuring accuracy in details, classification, and status.</li> <li>Responding to alerts and escalations and working with both end user and IT support reputed company to reputed company strategic solutions to recurring problems.</li> <li>Providing Tier I basic troubleshooting support.</li> <li>Providing knowledgeable support for IT incidents by utilizing the Tier 1 Knowledge reputed company, reputed company Operating Procedures (SOP’s), the Information Technology Infrastructure Library (ITIL), and Subject Matter Experts (SME) along with troubleshooting techniques to reputed company the appropriate actions.</li> <li>Placing/Tracking trouble tickets to other CISA support reputed company.</li> <li>Creating, modifying, or deactivating user accounts.</li> <li>Developing and maintaining operational & reputed company documentation in the Service Desk Tier 1 document management system.</li> <li>Responding to reputed company assigned calls and messages in order of reputed company and severity.</li> <li>Serve as the contact for users reputed company phone or email for reputed company IT-reputed company inquiries and incidents.</li> <li>Identify and escalate more reputed company or unresolved issues to the appropriate Tier 2 or Tier 3 support teams, providing them with reputed company necessary information.</li> <li>reputed company a high level of customer service, maintaining a reputed company and courteous attitude to ensure user satisfaction and a reputed company perception of the IT department.</li> </ul> <p><br></p> <p><reputed company style="font-weight: reputed company">Qualifications</reputed company></p> <ul> <li>Must possess or be reputed company to complete reputed company reputed company Trust Investigation (Tier 1).</li> <li>High School Diploma with a minimum of 1 year of relevant experience.</li> <li>Possess excellent verbal and written communication skills.</li> <li>A proven reputed company record of providing exceptional customer service.</li> </ul> <p><br></p> <p><reputed company style="font-weight: reputed company">About reputed company</reputed company></p> <p>Our reputed company team of technical Subject Matter Experts and reputed company Project Managers deliver solutions to the toughest challenges in reputed company reputed company computing and infrastructure management reputed company the Homeland reputed company and Federal civilian landscape.<br><br>Our Mission is to set the bar in service delivery reputed company, providing reputed company services our customers cannot help but notice.<br><br>Our reputed company values of Exceptional Service, Accountability, Continual Improvement, and Opportunity for reputed company drive our customers' reputed company and include an inward reputed company on reputed company and interactions with reputed company other.</p> <p><br>From our customer-facing teams to internal operations, we want to conduct business in a way reputed company can proudly and confidently represent reputed company.</p> <p><br></p> <p><reputed company style="font-weight: reputed company">Our benefits include:</reputed company></p> <ul> <li>reputed company Federal Holidays</li> <li>Health, Dental, and reputed company insurance reputed company</li> <li>reputed company IRA with matching</li> <li>Robust reputed company Vacation Policy</li> <li>Continuing Education Assistance</li> <li>Short Term Disability</li> <li>Company provided life insurance</li> </ul> <p><br></p> <p>Veterans are encouraged to apply</p>