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Service Desk Specialist II

  |  
Full Time
D.C. Metro

Location: Washington DC

 

Daily activities include:

 

  • 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
  • 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 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

 

REQUIRED QUALIFICATIONS:

  • Office 2010/2016 experience
  • SolarWinds HelpDesk required.
  • DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order
  • Associates Degree and 6+ years experience
  • Purifile experience
  • HDI certification

Clearance Requirements: ACTIVE TS/SCI

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