Place of performance 13600 EDS Dr, Herndon, VA 20171 Period of Performance 3232020 - 12172026 Shifts Available 3rd Shift Mon ndash Fri (11pm ndash 730pm) Job Description Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool. bull If unable to resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots. bull If new solutions are derived to resolve issues, agents will provide documentation to Knowledge Managers to have new Knowledgebase articles created. bull Ensure compliance with all govrsquot policies, procedures and timelines for ticket escalation and resolution. Qualifications Key SkillsExperience 2 - 3 years of customer service experience over the phone and processing emails. bull Strong written and verbal communication skills. bull Attention to detail and a can-do attitude. ITILv3 Foundation Certification Can be in the process of obtaining one while being submitted to the program Preferred Qualifications Experience using Remedy or ServiceNow as a CRM Neither required since they can be trained but a huge plus Remedy is preferred since DoS is using it now Experience supporting the Department of State IT environment Not required to be only DoS but would be a huge plus. If not a DoS IT environment but supported ANY IT environment for any agency, that 2nd best Requires an active SECRET Government Security Clearance Allowed to submit Top SECRET candidates as long as they know this is a SECRET program HOWEVER, GovTact can hold peoplersquos Top SECRET if they would like to come on board.
Posting ID: 596709238Posted: 2021-01-20