What are the responsibilities and job description for the Service Desk Representative position at VTG?
Overview
VTG is looking for a Service Desk Representative in Vienna, VA, to provide Tier 1 and Tier 2 Technical Services. The Service Desk Representative is first shift, working 6 : 00 AM to 2 : 30 PM, Monday through Friday. It is 100% onsite.
What will you do?
The Service Desk Representative is responsible for performing daily operations of the service desk as a part of the service desk team.
- Providing answers to general IT-related questions.
- Managing the customer’s ticketing queue.
- Tier 1-2 troubleshooting.
- Solving issues such as password resets, RSA tokens, or PKI certifications.
- Notifying users of service disruptions.
- Implementing technical refresh of user equipment, to include workstations, monitors, switch boxes and card readers.
- Provide information to customer logistics for (all equipment which requires inventory transactions when moved or decommissioned.
- Maintaining accurate records for shelf stock and notifying the government when inventory reaches reorder points.
- Imaging workstations to the latest operating systems.
- Installing COTS software.
- Installing virus updates on stand-alone systems.
- Supporting hourly monitoring checks and escalating issues to the appropriate solver team.
- Receiving and troubleshooting calls from international and remote users for issue resolution.
- Escalating issues to the customer that require more advanced technical knowledge.
- Troubleshooting hardware issues on workstations, printers and other peripherals to include assessing system health, replacing components and submitting warranty claims with the vendor.
Do you have what it takes?
