Category: Information Technology
Title: Service Desk Support
Location: Reston, VA
Salary: Depends on qualifications
Clearance: TS/SCI security clearance w/ CI poly
JOB DESCRIPTION:
- Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.
- Requires an understanding of the acquisition process
- Provides support to users who are utilizing the contract management system application
- Understands acquisitions, funding and obligations
- Provides polite and friendly customer service
- Attempts to resolve as many incidents during the first contact, or at Tier I
- 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 window applications
- Works through various 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