Northrop Grumman is looking for highly skilled, dedicated and motivated Tier 1 Service Desk Specialist to join our team in supporting the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide 24x7x365 IT Operations and Maintenance to networks, applications, and databases supporting CA services globally.
Day to Day Job Responsibilities:You will be responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met. This may include:
Providing remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the Customer Relationship Management (CRM) ticketing tool.
If unable to resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
If new solutions are derived to resolve issues, you will provide documentation to Knowledge Managers to have new Knowledgebase articles created.
You will ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution.
High School diploma/GED and one (1) year of customer service experience over the phone.
Active Interim Secret clearance required.
ITILv3 or ITILv4 Foundation Certification
Experience using Remedy or ServiceNow as a CRM
Experience supporting the Department of State IT environment
Strong written and verbal communication skills.
Active Secret Clearance
Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit www.northropgrumman.com/EEO. U.S. Citizenship is required for most positions.