Discover careers that change the world and further advancements in defense, technology, and engineering today at Northrop Grumman. Use your experience to grow your career and support our global customers with the technology, systems, and solutions they need to enable their missions on the front lines and secure our world every day. With Northrop Grumman, you'll discover a culture built on diversity, respect, and above all teamwork. Together with our group of experts across the technical spectrum, you'll discover opportunities to make a difference in our world and start solving some of the world's most critical problems in the most innovative ways. Northrop Grumman is looking for highly skilled, dedicated and motivated Tier 1 Service Desk Specialist to join our team in supporting the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide 24x7x365 IT Operations and Maintenance to networks, applications, and databases supporting CA services globally. Day to Day Job Responsibilities You will be responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met. This may include Providing 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 Customer Relationship Management (CRM) ticketing tool. 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. If new solutions are derived to resolve issues, you will provide documentation to Knowledge Managers to have new Knowledgebase articles created. You will ensure compliance with all gov't policies, procedures and timelines for ticket escalation and resolution. LI-D-53 Qualifications BASIC QUALIFICATIONS High School diplomaGED and one (1) year of customer service experience over the phone. Active Secret clearance required. PREFERRED QUALIFICATIONS ITILv3 or ITILv4 Foundation Certification Experience using Remedy or ServiceNow as a CRM Experience supporting the Department of State IT environment Strong written and verbal communication skills. Active Top Secret Clearance Northrop Grumman is committed to hiring and retaining a diverse workforce. We are proud to be an Equal OpportunityAffirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEOAA and Pay Transparency statement, please visit www.northropgrumman.comEEO. U.S. Citizenship is required for most positions.
Posting ID: 598883942Posted: 2021-01-14