What are the responsibilities and job description for the SERVICE DESK AGENT JUNIOR position at ASM Research, An Accenture Federal Services Company?
Responsible for supporting the program / project / client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine / basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department / desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.
- Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); and user Frequently Asked Questions (FAQs)
- Provide customer onboarding and offboarding.
- Provide account management support.
- Provide 24 / 7 Tier 1 support for all environments and networks supporting end users.
- Route Tier 2 / 3 tickets to appropriate sustainment teams
- Process all IT SM tickets to completion.
- Assist Cyber Operations with continuous monitoring activities.
- Participate in training, testing, and exercises related to incident response and contingency planning.
Required Qualifications
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
