What are the responsibilities and job description for the Service Desk Technician position at TIME Systems?
Service Desk Technician
Location- Joint Base Andrews, Md
Clearance- Secret
Certifications- CompTIA Security or equivalent
About TIME Systems
At TIME Systems, we are at the forefront of Technology, Innovation, Management, and Engineering solutions. Our commitment to empowering our team and fostering impactful leadership has established us as a leader in our field. Our work extends beyond business, actively contributing to local charities. We are proud of our CMMI Level 3 for Services and Development, ISO 9001:2015 certification, and our regular presence on Inc. Magazine’s “Inc. 5000 List” and Syracuse University’s IVMF “Vet 100 List."
Benefits
When you join our team, you’re joining a company that prioritizes your health, well-being, and financial security. Here’s a quick overview of our benefits:
- Health Coverage: Select from three plans, including a 100% company-funded employee-only plan.
- Dental Coverage: Our dental plan offers extensive care with no annual maximum.
- Vision: Our vision plan covers regular eye exams and corrective eyewear.
- Life Insurance and AD&D and other customizable coverage options!
- 401(k) Retirement Plan
- Health Savings Account (HSA), Flexible Spending Account (FSA), Short- and Long-Term Disability Insurance, Employee Assistance Plan, and more!
Why Join Us
- Veteran Preference – Strong value placed on military veterans and their skills.
- Career Growth – Opportunities for professional development in a supportive environment.
- Innovative Culture – Be part of a team that pushes boundaries and makes tangible impacts.
Role Summary
TIME Systems is looking for a Service Desk Technician to join our team. You will be primarily responsible for being the first contact for each of our customer calls. This individual will help ascertain the nature of the call, resolve issues where possible, and escalate to the appropriate work group, when necessary.
Key Responsibilities
- After an initial acclimation period, responsible for providing phone, email, and web support to users.
- Follow a process that includes greeting our customers, ascertaining the nature of the call, resolving Level 1 issues where possible, opening tickets via a ticketing system, and escalating to the appropriate work groups, when necessary.
- Troubleshoot problems reported to determine the general issue, e.g. hardware, software, applications, telecommunications, desktops, mobile devices, printers and provide detailed analysis of the problem.
- Assist with determining if equipment replacement is warranted and arrange appropriate resolution under warranty.
- Update assigned tickets and continuously coordinate necessary work.
- Document status updates and communicate to necessary parties, including providing follow-up to the user on the status of the problem until resolution, and verify problem resolution prior to closure of the ticket
- Escalate problems to higher-level support as necessary.
- Provide excellent phone support and oral and written communication skills.
- Be expected to work to incident response and resolution targets in an Information Technology Service Management (ITSM) environment with Service Level Agreement (SLAs).
- Apply logical thinking and problem-solving skills to common end-user desktop challenges, such as software and hardware enhancements, application deployments and infrastructure upgrades.
Requirements
- HS Diploma or equivalent.
- Currently possess a DoD Secret security clearance.
- Currently possess a minimum DoDD 8570 IAT Level II certification (e.g. Security CE).
- Experience working in a customer service or call center environment.
- Possess excellent written and verbal and communication skills, conveying complex information clearly and concisely to both technical and non-technical audiences.
- US Citizenship required.
- Ability to multitask and operate under pressure.
- Excellent briefing and oral communication skills.
Preferred Qualifications
- Experience working in a lab or professional environment.
We are TIME Systems: Committed to Excellence, Dedicated to Service.
TIME Systems, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
