Helpdesk Technician - Tier 1

Help Desk Technician - Tier 1

Clearance: Active Secret

Status: Non-Exempt

Location: Herndon, VA (Onsite)

 

Responsibilities:

• Answer service calls, tickets and emails coming into the call center.
• Create a customer incident in ServiceNow, the call tracking software for every call answered.
• Provide Mobile Support, adding and deleting users to the client network as well as other AD HOC tasks.
• Assist clients with hardware and software support via telephone.
• Coordinate with team to ensure rapid response times and follow-up with customers.
• Ensure that all VIP calls are responded to immediately.
• Develop professional working relationship with customer to better understand business needs.
• Process customer orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction.
• Identify, research and resolve technical problems.
• Document, track and monitor the problem to ensure a timely resolution.
• Update and develop CAC policies and