Responsibilities
- Respond to incoming service requests via phone, email, and direct toolset tickets logged by the end user in a timely and professional manner.
- Diagnose and troubleshoot initial triage of hardware and software issues, providing solutions or escalating to higher-level support as necessary.
- Document all interactions and resolutions in the ticketing system to ensure accurate tracking and reporting.
- Assist users with account management, including password resets and access issues.
- Maintain knowledge of current IT policies, procedures, and best practices to provide accurate information to users.
- Collaborate with other IT teams / resolver groups to resolve complex issues and improve service delivery.
- Participate in training sessions and workshops to enhance technical skills and customer service abilities.
- Contribute to the development of knowledge base articles and user documentation.
- Submit improvement proposals and enhancements in support of the contractual obligations.
Requirements
- Ability to gain SC clearance
- Previous experience in a customer service or technical support role preferred.
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent verbal and written communication skills.
- Ability to remain calm under pressure or through demanding challenges.
- Familiarity with common operating systems and software applications.
- Ability to work independently and as part of a team in a fast-paced environment.
- Understanding of ITIL best practice methodology
Qualifications & Certifications