Service Desk Technician Level 1 at ASG in FORT SHAFTER, Hawaii

Responsibilities:

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.


• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.


• Resolve problems with or without remote tools.


• Consistently achieve First Contact Resolution performance metric.


• Accurately document calls and cases.


• Be aware of customer's time restraints and work within those time limits.


• Keep customer aware of resolution steps if ticket needs to be dispatched.


• Provide clients with problem reference numbers and request numbers.


• Enter all troubleshooting/resolution steps into the trouble ticket.


• Manage time and workload to meet predetermined service levels.

Requirements

• DoD Approved 8570.01 Level I certification (such as CompTIA A+) - we may provide assistance in training to obtain the exam


• Excellent customer service skills- Not necessarily from the Information Technology field!


• We will train you to perform the responsibilities listed above; a technical background is not required. However, you must have the ability to learn and perform them!

Security Clearance / Background Check:

• Department of Defense Secret Security Clearance or be able to acquire one; We can sponsor you


• Must be able to pass standard background check and drug screening

Hours: This is a 24/7/365 operation candidates must be willing to work rotating shifts

Pay/Benefits:

• Starting pay is $29.16/hr

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Salary Description