ASD is seeking Service Desk Specialists/ Desk Top Support, who holds TS/SCI/Poly Clearance for positions located in Annapolis JCT, Washington DC and Colorado Springs, CO, Omaha NE. Multiple Shifts - Day, Swing (1400 -2200, 0500-1300), and Night Shift (2200 to 0600).
Program overview: ASD provides DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. Position description
Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.
Essential job functions
Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests
Provides polite and customer friendly service support for problem resolution
Attempts to resolve as many incidents during the first contact, or at Tier 1. 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
Active TS/SCI clearance required w FS/CI Poly.