Help Desk Tier I Agent

at  TekSynap

REQUIRED QUALIFICATIONS

• 1-3 years of experience
• Prior experience in a government consulting services environment is preferred
• Must be able to fluently communicate verbal and written using English. To include emails, deskside support and telephone calls
• Maintain any additional certification(s) or training(s) required by the contract
• Must be flexible with work schedule, once training is complete shift will be 2pm-11pm, EST.
• Must successfully pass drug screen
• Must be a U.S. Citizen
  Overview:
  We are seeking a Help Desk Tier I Agent to join our team supporting the Department of Veteran Affairs end user help desk.
  The Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will not require the individual to possess an IT background but can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of technical experience is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
  TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
  We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
  Visit us at www.TekSynap.com.
  Apply now to explore jobs with us!
  The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.
  By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond “STOP”.
  Additional Job Information:

RESPONSIBILITIES

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Creates, updates and closes out help desk tickets.
• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.
• Provide Tier I support for customers, which include incident management activities such as basic fixes, general troubleshooting, and non-invasive corrective actions. The Help Desk will act as the entry point for any and all incidents across the system.
• Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the ServiceNOW ticketing system.
• Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents.
• Responsible for alerting management to recurring problems and patterns of problems.
• Assign tickets to Tier 2/3 technicians as necessary.
• Coordinate security and situational awareness concerns with TekSynap Management.
• Participate in regular team meetings and process improvement projects and training.
• Exceptional communication and interpersonal skills to build and maintain professional relationships with our customer base as well as office staff.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: remote/telework
• Type of environment: Home Office
• Noise level: Low
• Work schedule: Typical schedule 2pm-11pm, EST, must be flexible to support other shifts when needed. May be requested to work weekends to meet program and contract needs.
• Amount of Travel: Less than 10