Senior Deskside Support

Senior Deskside Support Chantilly, VA
MUST:
Top Secret Clearance required
Experienced Senior IT Specialist
5+ years of relevant experience
Must have outstanding IT technical skills as well as customer service skills
Desire to work with customers in person on a daily basis
Bachelors preferred (extra 4 years of experience if no degree)
DUTIES:
Provides a wide range of technical service with the utmost professionalism to users in a solution center setting
Provide information and direction to users on how to gain access to IT services.
Receive walk-in customer IT queries, documenting as much detail of issues as possible
Troubleshoot and triage interaction and incident tickets, and documenting all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level support
Enter and manage Service Manager (SM) tickets
Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible
Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groups
Inform customers of their IT options and the associated benefits and limitations.
Provide expert technical support to customers having varying levels of computing skills
Identify incident trends and escalate identified problems to supervisory personnel
Works with walk-up customers to resolve IT issues and answer IT-related questions
Ability to troubleshoot and resolve issues accurately, promptly, and to the user's satisfaction
Works with customers with all levels of IT knowledge resolving issues, answering questions, and providing guidance
Works as part of a team as well as independently using IT skills and experience to resolve IT issues as quickly and accurately as possible
Ascertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problems
Works under limited supervision on tasks within established procedures
Focus is on maintaining a high level of customer satisfaction
All personnel are required to be respectful, professional, courteous, and knowledgeable at all times
Provide IT support to all customers in a solution center setting
Provide the necessary information in the ticket in the event the ticket is passed to another solver group
Triage and troubleshoot tickets submitted
Change and reset passwords on FBI information systems
Provide desktop software application assistance
Resolve trouble tickets while interacting with the user, First Call Resolution or escalate to other support entities
Provide customers with status of the ticket and serve as primary support