Help Desk Agent

Job description

Description Soliel, LLC is an accomplished and innovative Woman Owned Small Business (WOSB) delivering IT engineering and critical mission support services to the public sectors. Soliel offers reach-back to experts in each field, a culture that supports employee growth and development, and a stable environment that affords cross-collaboration. We are currently seeking a Help Desk Agent for our DoD customer. The objective of the task area is to support a government’s client Help Desk, on site, at Fort Meade. The help desk agent will field requests for support from the ticketing system and email, research and identify solutions and provide answers to end users. Location: Fort Meade, Maryland: Start Date: ASAP: Clearance: Secret: Key Responsibilities: · Field incoming help requests from end users via both ServiceNow tickets and e-mail in a courteous manner. · Coordinate with multiple support teams and vendors for escalations, and ensure we minimize work stoppages while accurately documenting problems · Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. · Ap...