Inserso is looking for a service desk technician level i to join the team for a rewarding and challenging opportunity at our government customer site in chandler, azWe strive to have a high rate of first call resolution but also expect our team to follow proven processes with routing tickets to the appropriate support groups whenever possibleWe provide 24x7x365 support and everyone must have the ability to multitask in a fast-paced environment, possess the knowledge and expertise to resolve customer issues efficiently and accuratelyThis position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with midlevel technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.
This role will include, but will not be limited to the following responsibilities:
Answer phones, chat, and/or email and create tickets, using servicenow, to help resolve/track user issues
Offer first line of customer support, and provide information that may be found in knowledgebase and/or manuals
Cooperating and supporting colleagues and interacting with other support groups
Analyzing information and evaluating results to choose the best solution to solve issues
Observing, receiving, and otherwise obtaining information from any relevant source
Resolve technical issues within the policies and guidelines provided
Follow the knowledge base and priority matrix for issue resolution
Remote diagnostics and troubleshooting client workstations
Respond to general inquiries and non-technical questions
Providing prompt and courteous customer service
Troubleshoot and resolve incidents and problems
Provide website navigation assistance
Associate degree or equivalent experience
1 year of it support experience, preferably in a help desk or call center environment
Demonstrated technical expertise to troubleshoot common technical incidents such as local systems set-up and local network issues
Experience using a knowledge base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries
Experience using remote desktop or other remote assistance applications (bomgar, dameware) to troubleshoot end-user incidents.
Proficient with windows 10 operating system.
Proficient with microsoft office 365
Punctuality and ability to work in a 24x7x365 environment including weekends and holidays
Experience working with customers over the phone with excellent customer service skills.
Must be a u.sCitizen and pass the dhs employment eligibility verification process
Must provide proof of full covid-19 vaccination or be able to receive approval for a legally recognized exemption from the vaccination requirement for federal government contractorsIf exempted from the vaccination requirement, must be willing to take covid-19 tests, perhaps multiple times per weekAdditionally, must be comfortable wearing a mask and adhering to social distancing requirements, regardless of vaccination status, unless the position is 100% telework.
Microsoft certified it professional (mcp)
Experience with servicenow or similar itsm
Other relevant technical certifications (e.gCisco, microsoft, comptia, etc.)