Position Description

We’re hiring for a Service Desk Technician Level 1 to provide telephone technical support of hardware, systems, sub-systems and/or applications for customers. In this role you’ll field questions about installation, operation, configuration, customization, and usage of assigned products and will apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. When necessary, you’ll escalate complex problems to a higher level of expertise within organization. 

This position pays $20-23/hr. 

Location: This is a fully remote position, due to contractual obligations some geographical locations may not be considered.

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+) - If you don’t have one, we’ll provide access and funding to the training and exams!
• Excellent customer service skills

Hours:  

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

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

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.