Requirements
Clearance Required
Interim Secret clearance required and ability to obtain up to a TS/SCI level
Location
Sterling, VA
Role and Responsibilities
- Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
- Provides polite and friendly customer service
- Attempts to resolve as many incidents as possible during the first contact. Efficiently escalates incidents to higher tiers when required
- Documents incident status and solutions in incident database tools.
- Works through various types of issues with telephone assistance
- Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
- Support the building of end point devices, including smart phones and laptops
- Support briefings and advocacy in helping the client adopt the CSfC service offering
- Augment cybersecurity monitoring staff as needed
- Willingness to occasionally (2-3 time every 60 day) work evenings and weekends required
Required Education and Experience
- AA/AS (or equivalent experience) and 1+ years of Help desk or similar work experience
- Possesses current working knowledge of smart phones, laptops, and common windows and android applications
- Possesses excellent support experience and customer service skills to our users by maintaining excellent phone and email etiquette and resolution timeliness
- Ability to understand client problems and document them for further analysis.
- Ability to coordinate and collect end user survey responses from stakeholders
- Ability to store all metrics and reports from Help Desk inquires and requests to maintain constant and proper communication with the clients
Desired Education and Experience
- Self-motivated, detail oriented, with strong follow-up skills to ensure completion of tasks
- Ability to multi-task and prioritize
- Independent, self-starter who can take minimal direction and complete tasks
- Works well independently and with a team
- Strong communication, presentation, and analytical skills
- Experience providing help desk support to large federal agencies is desired.
- Experience working with ServiceNow ticketing system is preferred