Employer Industry: IT Support Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Hybrid work environment with the flexibility of remote work
- Competitive salary based on experience and qualifications
- Supportive and collaborative work environment
- Chance to make a positive impact by assisting federal customers with technical issues
- Requirement for U.S. Citizenship and Public Trust Clearance ensures a stable work environment

What to Expect (Job Responsibilities):
- Provide first-level support for all inbound calls, generating incidents for new issues
- Achieve first contact resolution for desktop issues or follow proper escalation procedures
- Offer timely, accurate, and professional resolutions on all supported issues
- Monitor email queue and assign tickets to appropriate resource groups while ensuring SLAs are maintained
- Escalate problems or tickets to higher-level management when necessary

What is Required (Qualifications):
- Bachelor's degree and 5-7 years of experience, or Master's degree and 3-5 years of experience, or high school diploma/equivalent and 9 years of relevant experience
- Minimum of 2-4 years prior Help Desk experience
- Experience working with computers and operating systems
- Familiarity with trouble ticketing systems, specifically Service Manager
- Must possess one of the following certifications: HDI, Windows 10, MCP, MCSA, or Mac OS X Essentials

How to Stand Out (Preferred Qualifications):
- Experience with both Windows and Apple OS and client printer hardware setup, configuration, and troubleshooting
- Strong customer service orientation and patience in dealing with difficult users
- Proven ability to diagnose and resolve basic to mid-level technical issues

#ITSupport #HelpDesk #CustomerService #CareerOpportunity #HybridWork

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.
We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.