IT Help Desk support experience, familiarity with using ServiceNow as the IT Service Mngt tool; experience documenting issues and resolution; strong analysis/troubleshooting skills.
Position Description: • Answer the CCaaS 800 Number support line to log issues and requests in ServiceNow IT Service Manager. • Provide Tier 1 support of the CCaaS (AWS Connect) application to call agents. • Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution. • Triage requests to ensure accurate transfers and escalation of customer requests or issues. • Help build and develop continuous process improvement. • All other duties as assigned or directed.
Skills Requirements: • 2 years of experience providing Tier 1 IT support services to customers. • 2 years of experience working with laptops running Microsoft Windows OS and Office365 suite. • 1 year of experience using an IT Service Manager application for logging tickets and requests. • Good Interpersonal skills that demonstrate the ability to communicate with customers.
*** Selected candidate must reside within two (2) hours of in Woodlawn, MD
*** Selected candidate is required to work on-site 5 days a week Monday - Friday.
There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6:30am-3:30pm. Afternoon shift will be staggered from 2:30pm-10:30pm.
(Required Skills)
Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree. • Experience with using ServiceNow IT Service Management. • Excellent communication and interpersonal skills with the ability to collaborate effectively with customers. • Flexible and positive attitude with interest in learning new technical skills. • Strong problem-solving skills and the ability to work in a fast-paced environment. • Strong understanding of IVR terminology and services. • High level of organization, reliability, and independence. • Passion and understanding of technology. • Must be able to obtain and maintain a Public Trust. Contract requirement.
(Desired Skills) • Strong written and verbal communication; ability to engage customers and respond effectively to questions. • Self-starter, highly motivated individual who adapts to a dynamic work environment. • Strong attention to detail with an ability to operate effectively across multiple priorities. • Prior Federal government experience.
Education: • Bachelor's Degree and 3 years of experience, Master's Degree and 1 year of experience OR 7+ years of experience in lieu of a degree. • Must be able to obtain and maintain a Public Trust. Contract requirement.