Tier 1 Help Desk Technician - El Paso TX

Must be a US Citizen.

Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable.

Must be a resident of Kentucky, Louisianna, or Texas.

Must be to work from local GDIT office as required.

Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a federal background check).

Must possess multi-channel skill sets: phone, email, text, and chat.

Demonstrated experience in providing accurate information to customers, enabling a high first call resolution rate.

Must be skilled in providing courteous, customer-friendly, high-quality service.

DESIRED QUALIFICATIONS

1+ year Help Desk work experience.

Experience with ServiceNow ticketing system.

Previous experience working on civilian federal government agency contract(s).

Responsibilities

• Task and responsibilities in this role include, but are not limited to the following:

• Handle incoming contacts via electronic media such as: Telephone (via toll-free access numbers), Electronic mail, SMS/text messaging, Web-Chat submissions, Self-service web portal

• Act as the single interface and Single Point of Contact (SPOC) for all communications with

• and between end-users and resolver groups regarding all incidents and tickets.

• Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups.

• Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions.

• Provide timely response to all tickets based on priority and impact.

• Communicate status of incidents to end-users as status changes.

• Transfer the incident to the appropriate work queue as required.

• Immediately perform a warm transfer to the appropriate application resolver group for applications issues.

• Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR’s based on priority.

• Communicate status of SRs to end-users as status changes.

• Transfer the SR to the appropriate resolver group as required.

• Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs.

• Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures.