JOB DESCRIPTION
Position Title: Help Desk Technician
Reports to: IT Project Manager – Professional Services Line of Business
Subsidiary: Leisnoi Enterprise Solutions, LLC
Location: Baltimore, MD or Durham, NC
Job Status: Regular Full -Time
Position Summary:
Call Center Environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, soft, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.
Essential Functions, Responsibilities & Duties may include, but are not limited to:
- The Initial Call Intake Function, normally performed by the Customer Service Representative, provides detailed interaction/incident document of reported problems utilizing the incident management system is required for both real-time voice and virtual reported problems.
- The contractor documents and provides problem analysis and resolution on a wide variety of hardware, software, video, main frame, and network problems.
- Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedures (SOP).
- Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-real-time events to management and customers as required.
The Contractor Shall:
- Utilize email, instant messaging and other monitoring tools to remain aware of current issues affecting widespread availability.
- Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems.
- Accept and process virtual call inquiries, providing “how to” assistance for specific problems.
- Accept and process virtual call inquires for hardware and software.
- Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve or escalate to incident (level-2).
- Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
- Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
- Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
- Gather information and follow required diagnostic procedures.
- Adhere to the Standard Operating Procedures (SOP).
Education:
- The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A certification.
- Candidates supporting this function shall have a minimum of one year experience service in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol Label Switching (MPLS), VoiIP, and Cisco Routers.
Office Location and Travel: Durham, NC or Baltimore, MD
This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
This position is primarily indoors, consistent with a standard office position and has a noise level of mostly lost to moderate. The incumbent is required to stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress.
The incumbent must occasionally list and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.
Candidates can email their resumes to HR@Leisnoi.com and must also apply online at Leisnoi.com.
Leisnoi is an Equal Opportunity Employer
Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V
