Cleared Service Desk Agent-Night Shift

Service Desk Agent

This is a Full-Time Remote position, but only considering candidates within 1 hour driving distance to Dallas, TX. Full benefits are inclusive to this position.

Number of Available Positions: 2

• Night Shift (7 PM- 7 AM CST)

Requirements: ship Work Status Authorization; Public Trust Clearance; 1- 3 years of relevant professional service desk experience including working with ticketing systems, event management, and Microsoft Office 365 Applications; ITIL Foundations Certification Highly Preferred

Salary Target: $40K-$48K/YR (Salary is flexible based on the relevant professional years of experience and background related to the position)

Job Description:

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.

Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

• Level 1 support
• Email handling. Ensure timely review and action of email in the Service desk mailboxes
• Familiarity with outlook and the ability to organize and process a large volume of email.
• Phone call handling
  • Phone login and logout compliance when on shift.
  • Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
  • Ensure when shift over, logged out of phone
  • Demonstrate professional conversation during customer calls
• Operation Bridge Manager (OBM) monitoring
  • Adhere to documented instructions within the alert
  • Create incident ticket and assign to the appropriate group
• Escalation for alert handling and high priority incidents
  • Utilize Everbridge for handling escalation procedures
  • Invoke the appropriate Everbridge template for escalation
  • Ensure escalation actions are documented in incident tickets.
• Incident ticket (create, update) & manage lifecycle of incident prioritization
  • Data integrity of incident record (categorization tab, resolution details, assignment, etc.)
  • Proactive contacts for incidents about to breach Service Level Agreements (SLA)
  • Incident restoral and closure
  • Quality review of all incidents
• Create and distribute required daily reports
• Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint
  • If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action
• Remote work Utilize all the documented procedures when working from home
  • Avaya soft phone procedures
  • Establishing bridge lines/Microsoft TEAMS meetings
  • Transferring calls to bridge lines
  • OBM monitoring
  • Elevated system access request handling
  • Password resets/unlock account Ensure a service Request ticket is initiated for all of these requests
• Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ)
  • Vendor/Law enforcement unit (LEU) escorts
  • Tape management/backup responsibilities
  • Shipping/receiving
  • Data center walk through
  • Safe Access
  • Assist facilities with hardware removal and installation as needed.

Knowledge and Skills Required:

At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.

Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal

ITIL Foundation Certification preferable, but not required.