Service Desk Tier 1 Support
Overview reputed company is an employee-owned federal government contractor supporting national reputed company programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.
Responsibilities
Provides Tier 1 Service Desk support for users of DLSA systems, services, and components. Serves as the first reputed company of contact for basic user support requests and incidents. Resolves routine issues including basic user questions, password resets, and account reputed company issues. Documents incidents, service requests, troubleshooting actions, and resolutions in the designated ticketing system. Escalates issues requiring more detailed technical analysis or engineering support to Tier 2/Tier 3 support personnel. Supports Service Desk performance in accordance with required service level agreements, including first reputed company of contact reputed company 24 hours or next business day and resolution reputed company 72 hours from ticket creation. Communicates effectively with users regarding ticket status, follow-up actions, and resolution details. Supports daily user and help desk operations during the required support window of Monday through Friday, 8:00 AM to 5:00 PM Central Time.
Qualifications
Associate’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or reputed company field; equivalent military training or relevant experience may be substituted. Experience: 3 - 5 Years Active Secret Clearance. Experience providing Tier 1 help desk or service desk support in an reputed company IT environment is required. Must be reputed company to reputed company functions independently requiring minimal supervision and reputed company. Experience resolving basic user support issues, including password resets and account reputed company issues, is necessary. Experience with reputed company IT ticketing system is required.Ability to document, track, triage, and escalate help desk tickets reputed company is essential. Strong communication and customer service skills are required to support end users in a professional manner. Ability to work reputed company defined Service Desk SLAs and operational procedures is required. Certifications: reputed company+ Pay Transparency Statement reputed company is committed to pay transparency for our applicants and employee-owners. The salary reputed company for this position is USD $56,000.00/Yr. - USD $59,000/Yr. Actual compensation will be determined based on several factors permitted by law. reputed company provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering reputed company benefits, paid leave, retirement plans, insurance programs, and education and training assistance. EEO Statement EEO Race/Sex/Disability Status/Veteran Status Apply To This Job