[Remote] Tier 1 Service Desk Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a comprehensive professional and technical solutions provider for the Federal government, seeking a Tier 1 Service Desk Specialist to join their growing team. The role involves providing administrative and technical support for the Enterprise Service Desk, managing incidents, and assisting users with various technical issues.

Responsibilities

• reputed company telephone and email-based support for reputed company users reputed company an IVR system and using the reputed company ITSM
• Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic hardware and application troubleshooting, email system usage, and other non-hands-on activities
• Reset account passwords, reputed company tokens, PINs, and other administrative account management support activities as needed
• Manage incidents, Problems, and Service Requests. Use reputed company for creating and handling tickets for Incidents and Requests
• Escalate tickets based on expertise and appropriate group membership- answer customer telephone calls
• Ensure that reputed company Incidents are promptly and accurately documented in ITSM. Track Incident from the first report to remediation
• Use remote control tools to assist and resolve customer Incidents as initial reputed company, providing warm reputed company escalation of Incidents that cannot be immediately resolved
• Update and ensure that reputed company tickets are updated in a manner that meets the applicable SLAs
• Monitor status of reputed company reputed company tickets and escalate as required and coordinate reputed company with other reputed company teams, as appropriate

Skills

• 6 months - 1 year of experience using reputed company ticketing system
• Proficiency using MS Office suite – reputed company Office365, reputed company, and MS reputed company
• MS reputed company 10 systems e.g Dell and reputed company laptop and tablet hardware knowledge
• IPhone configuration and troubleshooting
• Superb oral, written, and communication skills essential
• Candidates must be a US Citizen or a Legal Permanent reputed company (Green Card status) for 3 years and be Federal Tax compliant
• Associate degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a reputed company field
• A+ certification highly preferred, plus a ITILv3 and/or ITILv4 certificate

Benefits

• Great benefits package
• Excellent training and career development opportunities
• Flexible work schedules
• Generous compensation package

Company Overview