HELP DESK with Security Clearance
Mindbank Consulting Group - Boise, ID

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Mindbank is looking for Customer Service Reps II (Contractors) - This is Help Desk Support work.

For immediate consideration please contact me at: pwillingham@mindbank.com

PLEASE NOTE: All new employees or contractors must have Security + Certification IN PLACE BEFORE STARTING ON THIS PROJECT. YOU WILL NOT BE CONSIDERED OTHERWISE. MINDBNAK WILL OFFER FULL REIMBURESEMENT SHOULD YOU START.

Secret Clearance or Clearable up to a secret clearance.

General responsibilities include but not limited to:
Handle incoming customer calls
Gather information about the customer's problem
Create a ticket for all customer inquiries
Perform troubleshooting and problem resolution
Communicate resolution to customer
Perform problem resolution follow-up
Provide first-level and second level user administration support
Windows applications
MS Office
Outlook
General network trouble shooting
Remote Access Services via VPN or Dial Up
PC hardware
Printers
PDA such as Palms and Blackberry
Provide status to pending trouble tickets in a timely fashion, per policy
Review all open tickets on a regular basis and follow up
Identify responsible group for problem resolution when necessary
Escalate or transfer a problem to the next level when necessary
Document and communicate steps taken in troubleshooting process
Provide accurate information and documentation in the ticket
Close all tickets when problem resolved satisfactorily
Provide customer with ticket information and ticket number
Provide customer with ticket status when requested
Follow-up with customer when tickets are resolved in order to close ticket
Maintain and improve knowledge of Service Desk procedures and tools

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