Service Desk Agent II

Job description

General Summary Provides remote Tier 1 technical end user support to Bonneville Power Administration, an enterprise of roughly 4500 users in a Microsoft Windows environment. Work on a team of Service Desk technicians to resolve and escalate user incidents and requests. Analyze, troubleshoot, and resolve Windows incidents. Carry out process workflows while upholding government policies and procedures. Provide technical assistance over the phone for a wide variety of hardware, software and site-specific applications in an enterprise environment. Job Responsibilities: - Provide front line support for IT systems and software, fielding telephone calls, voicemails, emails, and portal requests. - Attempt incident resolution using industry knowledge and provided Knowledge Articles. Solve technical issues or escalate in a professional and timely manner, bringing in other subject matter experts as required. - Enter IT incident descriptions and troubleshoot the issue sufficiently to appropriately refer the incident to the correct IT support group. - Track issues using an ITSM ticketing system. Keep meticulous notes. - Troubleshoot and repair Desktop/Laptop and thin client hardware. - Support...