Service Desk Level 2 - ITC # 698

Primary Location

Bossier City , LA

United States

Job Requisition

RQ2250

Category

Customer Support

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Essential Job Functions

Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.

Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.

Resolves and/or refers highly complex technical problems as appropriate.

Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.

Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

Provides polite and customer friendly service support for problem resolution Attempts to resolve as many incidents during the first contact, or at Tier 1.

Efficiently escalates incidents to higher Tier II or Tier III when required Documents incident status and solutions in incident database tools

Possesses current working knowledge of computers, printers, laptops and common windows applications

Works through various types Tier II issues with telephone assist

Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.

May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.

Alerts management to recurring problems and patterns of problems.

Basic Qualifications

AA or equivalent + 3 yrs related experience

Must have TS/SCI with the ability to obtain a favorable polygraph

Two or more years of technical training

DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the ESOC task order

Security + certification required

Experience working with company products and operating systems Experience with solving computer-related problems

Applicable S/W or H/W training and certifications commensurate with the technical objectives, services required, and IT environment specified within the ESOC task order #esoc1216

CSRA is an Equal Opportunity Employer and all Qualified Applicants will receive consideration for employment without regard to Race, Color, Religion, Sex, National Origin, Disability Status, Protected Veteran Status or any other Characteristic Protected by Law.

Post date: September 26, 2017

Location - Thoroughfare (i.e. Street address):

Bossier City , LA

United States

Location - Thoroughfare (i.e. Street address):

Service Desk Level 2 - ITC # 698

CSRA

September 26, 2017

Essential Job Functions

Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.

Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems.

Resolves and/or refers highly complex technical problems as appropriate.

Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.

Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

Provides polite and customer friendly service support for problem resolution Attempts to resolve as many incidents during the first contact, or at Tier 1.

Efficiently escalates incidents to higher Tier II or Tier III when required Documents incident status and solutions in incident database tools

Possesses current working knowledge of computers, printers, laptops and common windows applications

Works through various types Tier II issues with telephone assist

Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.

Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.

May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.

Alerts management to recurring problems and patterns of problems.

Basic Qualifications

AA or equivalent + 3 yrs related experience

Must have TS/SCI with the ability to obtain a favorable polygraph

Two or more years of technical training

DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the ESOC task order

Security + certification required

Experience working with company products and operating systems Experience with solving computer-related problems

Applicable S/W or H/W training and certifications commensurate with the technical objectives, services required, and IT environment specified within the ESOC task order #esoc1216

Bossier City , LA

United States

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