Helpdesk Technician - Tier 1

Job description

Help Desk Technician - Tier 1 Clearance: Active DOD Public Trust: Status: Non-Exempt: Responsibilities: Qualifications: - Answer calls coming into the Tier 1 Help Desk by the third ring. - Create a customer incident in Remedy, the call tracking software for every call answered. - Ability to provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks. - Ability to 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. - Provide technical support to end users on a variety of issues. - Identify, research and resolve technical problems. - Respond to telephone calls, emails and personnel requests for technical support. - Document, track and monitor the problem to ensure a timely resolution. - Update and develop CAC policies and procedures. - Coordinate and consult with Customer, Engineering, Des...