Help Desk Support
NJVC, LLC - Springfield, VA

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JOB SUMMARY
The role of Service Center Support is to provide the first line of support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Receives all calls and e-mails regarding customer requests for technical support and/or informational request. Documents, tracks, and monitors the incidents/problems to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
Detailed Description
PRIMARY DUTIES AND RESPONSIBILITIES
  • Performs first call resolution and miscellaneous tasks as defined.
  • Familiarization with Active Directory administration highly desired
  • Familiarization of tickets systems such as Remedy, Peregrine, or Service Center (Remedy 7.5 preferred)
  • Strong customer service, communication, and writing skills
  • Validates incoming service and change requests and establishes call/problem tickets within the tracking tool for resolution and resource allocation.
  • The incumbent resolves, updates, and provides guidelines and status on tickets relating to production, products, hardware and software, Windows OS, office automation applications, network management and server systems management. Incumbent is accountable for the timely and accurate input, resolution and status of services request to customers of the Enterprise Service Desk (ESD) and must ensure complete customer satisfaction.
  • Ability to use an Automatic Call Distribution System is desired.
  • Knowledge of Network and Server troubleshooting is desired.
  • Performs Password Resets and Account Unlocks
The Enterprise Service Center is an 18x5 facility, operating from 5:00 a.m. to 11:00 PM. As of this posting the expected work hours will be from 8:30 am to 5:00 PM, Monday through Friday once you have completed your initial training period. This shift is subject to change based on operational needs. Job Requirements
EXPERIENCE REQUIREMENTS
  • Familiarization with Active Directory administration highly desired
  • Strong customer service, communication, and writing skills resulting in high customer satisfaction.
  • Attention to Detail
  • Incident Management Tool of Record.
  • Office Automation knowledge
  • Basic computer and internet experience
IA Certification Requirement:
  • IA Category: IAT
  • Level: I
  • Primary certification: A+, Network+ or SSCP
Security Clearance Requirement:
  • TS/SCI
EDUCATION / CERTIFICATION REQUIREMENTS
  • 0-2 years of relevant work experience or equivalent relevant work experience is required
  • High School Diploma
  • A+ Additional Details

NJVC, LLC - 22 months ago - save job
About this company
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An Alaska Native Corporation, Chenega Corporation has gone from landowner to business titan. Founded in 1974 to represent the Chenega people...