Posted: May 16, 2024 Schedule: Full Time Location: San Antonio, TX, USA
Job Details
Description
This role is pending contract award.
The Enterprise Service Desk (ESD) Technician provides customer service to 30,000+ AF BlueSCI Enterprise users to ensure account issues are identified and resolved in a timely manner.
Responsibilities:
Delivers Tier 1, Service Desk Level I support which consists of Creating tickets, performing initial troubleshooting, and documenting the steps taken to resolve an incident.
Provides basic knowledge and support on MicroSoft operating system and common applications such as Office; diagnose and resolve client level issues and knowledge of networking principles, hardware components and exchange, and use of common ITSM and ITIL service support tools.
Track assigned and created tickets through resolution.
Identify and resolve computer system malfunctions and operational problems.
Contribute to Knowledge Base (KB) articles after incidents are resolved.
Contribute data and reporting to monthly metrics on service tickets.
Provide customer satisfaction surveys when incidents are resolved.
Identify and contribute to resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed service desk capabilities to resolve.
Monitor, comply with and contribute to Standard Operating Procedures (SOP) documentation.
Create user accounts using enterprise tools such as DRA (NetIQ).
Provisioning Jabber accounts and VOIPs.
Book AF gateways for VTC Bridging.
Requirements:
High School Diploma with 2-5 years (or commensurate experience).
Verified DoD Top Secret clearance with SCI eligibility on day one.
Experience with a service ticketing system, Service Now or Remedy.
Must have current CompTIA Security+ CE certification.