Helpdesk Jr

Criteria- Need ship because of federal regulations and the sensitive nature of the work involved.

Ability to obtain Public Trust Clearance

Job Description 

• Perform over-the-phone & email response Technical Support [First Level] for registered enterprises utilizing Government-owned verification systems.
• Provide first level support for GOTS application errors for stationary and mobile devices.
• Application customer account management to include restoration of account access and liaison with Second and Third Level Technical Support.
• Provide superior and efficient customer service, utilizing excellent oral and written communication to Government and private organizations nationwide.
• Perform security, quality assurance of Personally Identifiable Information.
• Assist in the record and transferal of non-technical inquiries to proper application support entities.
• Demonstrate adaptability and success in supporting continuously evolving applications and growing customer base.
• Participate in process improvement for First Level Technical Support Center in efforts to streamline processes, performance and improve customer experience.      

 Required

• 1 Year of ServiceNow Incident/Helpdesk Management Experience.
• High School Diploma/GED Certification.
• Working experience with:
• Windows, Microsoft Teams and Outlook, Microsoft Edge, Google Chrome, Firefox, Safari Adobe Acrobat
• The ability to obtain and maintain a DHS/USCIS EOD Suitability Clearance.
• Position of Public Trust
• U.S. Citizenship 
• Based in the US
• 2yr experience as a IT Helpdesk Analyst in an IT service delivery operation with multi-facetted IT support.
• Excellent written and verbal communications skills
• Must be detailed-oriented, organized, customer service-oriented and can work under tight deadlines and high pasted evironment

 Additional

• ITIL v3 Foundations Certification (or higher)
• One or more of the following certifications from the Helpdesk Institute (HDI):
• Customer Service Representative
• Support Center Analyst
• Desktop Support Technician
• Preferred DHS, USCIS or Government experience
• Preferred 2-3 yrs experience in a IT Helpdesk Analyst in a federal government IT service deliver operation