Tier 2 Technician

Job description

Help Desk Technician - Tier 1 Clearance: Active Secret: Status: Non-Exempt: Location: Herndon, VA (Onsite): Responsibilities: Qualifications: - Answer service calls, tickets and emails coming into the call center. - Create a customer incident in ServiceNow, the call tracking software for every call answered. - Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks. - Assist clients with hardware and software support via telephone. - Coordinate with team to ensure rapid response times and follow-up with customers. - Ensure that all VIP calls are responded to immediately. - Develop professional working relationship with customer to better understand business needs. - Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction. - Identify, research and resolve technical problems. - Document, track and monitor the problem to ensure a timely resolution. - Update and develop CAC policies and procedures. - Coordinate and consult with Customer, Engineering, Deskside Manager and team members to meet customer requirements. - Advise management of potential risks that may have impact on customer base...