What are the responsibilities and job description for the Help Desk Technician position at Procession Systems?
Job Description
GENERAL DUTIES :
Provide Tier I support for requests for service through email, phone, or in-person interaction with USCP customers.
Document all requests for service using the existing Help Desk ticketing system (Symantec Service Desk).
Communicate information in an effective manner with a clear understanding so customer issues are successfully resolved.
Provide OIS Operations management with regular updates via email on common problems encountered and identify possible longer-term solutions / improvements to reduce future problems.
Required Skills
REQUIRED QUALIFICATIONS :
You have previous helpdesk experience supporting a Government agency in a fast-paced work environment.
You have previous experience providing exceptional customer service as the initial point of contact for users requesting assistance by email, phone call, and in-person.
Triage and escalate IT issues to Tier II, Tier III, and OIS management appropriately.
3 to 5 years of experience in a program of similar scope, type, and complexity
Must have experience working in and knowledge of customer service and customer support principles and methods.
Must be able to present formal and informal training and assistance to customers.
Must be able to report, respond to, and resolve customer requests.
Must have experience working with Microsoft Windows (Windows 7 and Windows 10) and Microsoft Office (MS Office 2016), and general Exchange / Outlook support.
Must have experience in troubleshooting basic computer (desktop, laptop, tablet) issues and triaging as needed to resolve requests for service in a timely manner.
Must be able to work in a fast-paced environment providing continuous support to users and critical operations monitoring and escalation.
Must be able to communicate verbally effectively and in writing to customers, peers, technical staff, and Government.
CLEARANCE :
US Citizenship required
Desired Skills
DESIRED QUALIFICATIONS :
Familiar with ITIL framework for IT Service Management. ITIL Foundations certification desired.
About Procession Systems
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