Service Desk Specialists must have an active TS/SCI with polygraph! Will consider candidates with an active TS/SCI clearance, if willing to take a polygraph.
Located in Annapolis Junction, MD.
Must have an IAT level I or II certification.
All shifts available: Day, Swing and Mid!
Three levels of Service Providers needed (0, 1 and 2), so experience required varies based on level of education and skills.
-Provides first contact and incident resolution to customers with hardware, software, and application problems.
-Includes both customer telephone support as well as electronically submitted requests.
-Provides polite and friendly customer service.
-Attempts to resolve as many incidents during the first contact, or at Tier I. -Efficiently escalates incidents to higher Tier II or Tier III when required.
-Documents incidents 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.
Comprehensive Benefits Package!
Generous Referral Bonus Program!
|Level 0 - (HS & 4 / AA & 2 / BA & 0)
|Level 1 - (HS & 6 / AA & 4 / BA & 2 / MA & 0)
|Level 2 - (HS & 8 / AA & 6 / BA & 4 / MA & 2)
|Level 3 - (HS & 10 / AA & 8 / BA & 6 / MA & 4)
|Service Desk Qualifications
|Level 0 - (HS & 0)
|Level 1 - (HS & 2 / AA & 0)
|Level 2 - (HS & 4 / AA & 2 / BA & 0)