Tier I Help Desk Technician

Responsibilities & Qualifications

RESPONSIBILITIES

• Provides remote phone, email and chat troubleshooting support for software, applications, desktop, network and mobile device issues, as well as customer requests

• Record all information accurately in ServiceNow

• Resolve issues using the Servicenow Knowledge Base, job aids, and various other resources

• Escalate tickets in a timely manner to appropriate support teams by assigning the proper ticket priority and verifying the customer name, contact information, location, issue, device impacted, error message and attaching screenshots

• Strong customer service and strong communication skills (both written and verbal)

• Excellent interpersonal skills, especially the ability to listen and understand what is being described

• Document, track, and monitor customer requests in ServiceNow to ensure a timely resolution

• Must be able to work independently

• Must be able to work independently, achieve productivity goals and report to work as scheduled

• Must have strong attention to detail and a Can Do attitude

REQUIRED QUALIFICATIONS

• 1 years of experience in information technology or a related field.

• Prior performance in a similar role within 6 months of the date of hire.

• Must be a U.S. Citizen

• Must be able to successfully obtain a Public Trust

CERTIFICATIONS

ITIL v3 or ITIL v4 Foundations Certification (preferred), HDI Service Center Analyst Certification (preferred)

Overview

We are seeking a Tier I Help Desk Technician to join our team supporting NOAA SBITS in Silver Spring, MD.

This position will support activities within the Office of the Chief Information Officer (OCIO), Services Delivery Division (SDD). The position will provide Tier 1 remote support for NOAA's CorpSrv users.

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 contractually mandated Federal COVID-19 requirements. More information can be found here.

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Additional Job Information

COMPETENCIES

• Establish Focus

• Change Management

• Develop Others

• Oral Communication

• Written Communication

• Interpersonal Awareness

• Build Relationships

• Analytical Thinking

• Conceptual Thinking

• Strategic Thinking

• Technical Expertise

• Initiative

• Foster Innovation

• Results Oriented

• Teamwork

• Customer Service

WORK ENVIRONMENT AND PHYSICAL DEMANDS

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

• Type of environment: Remote

• Noise level: N/A

• Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.

• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizen

Must be able to successfully obtain Public Trust

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.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.