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Service Desk Trainer

• Posted 3 days ago • Updated 4 hours ago

Full Time

USD $24.97 - 24.97 per hour

GovCIO

Fitment

Dice Job Match Score™

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Job Details

Skills

Recruiting
Technical Support
Mainframe
Computer Hardware
Network
Systems Engineering
Application Development
Recovery
ROOT
SD
Issue Tracking
Knowledge Base
Training
Service Desk
Microsoft Certified Professional
Microsoft Office
Security Clearance

Summary

GovCIO is currently hiring for a Service Desk Trainer toprovide training for the Service Desk for our federal customer. This position is a remote position, but due to contractual obligations must be near Stennis, MS.

Responsibilities

The Service Desk Trainer is responsible for developing a plan to remotely train new Service Desk agents, and conduct that training when new agents onboard. They may also be required to fill the duties of the Service Desk agent when training volume is low. Service Desk agent duties include the following. :

Responds to and diagnoses incidents through discussions with users.
Provides support to end users on a variety of issues.
Identifies and resolves technical problems.
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors problems to ensure timely resolution.
Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify the root cause.
Simulates or recreates user problems to resolve operating difficulties.
Recommend systems modifications to reduce user problems.
Operate within the SD AQL's, first call resolution, and speed of answer.
Perform password resets on applicable systems.
Collect information from callers and ensure that tickets are promptly and accurately documented in the applicable ticketing system.
Utilize the knowledge base to guide callers through resolution of reported issues.
Ensure that all email service requests are processed within acceptable contractual limits.
Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

Qualifications

Required Skills and Experience

High School Diploma or equivalent
2-3 years experience training Service Desk agents

Preferred Skills and Experience

MCSA Office 365 certification

Clearance required: Must be able to obtain and hold a public trust clearance

Posted Salary Range

USD $24.97 - USD $24.97 /Hr.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 7956
Posted 3 days ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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