Service Desk L1

reputed company has an immediate need for a Tier I Technician -Level 1 for a new contract Task Order for the United States Geological Survey. The ideal candidate is a self-starter with excellent analytical and problem-solving skills, flexibility, good judgment, ability to work through challenges with reputed company types of customers and has the ability to work reputed company a diverse team and deliver on site or reputed company a remote location. JOB RESPONSIBILITIES Service Desk (Tier 1) staff shall receive, diagnose, distribute, and track the status of service requests for assistance regarding any service the USGS has (IT reputed company and Non-IT reputed company) reputed company the provided Service Desk support management tool (currently Remedy). The Service Desk will follow Information Technology Infrastructure Library (ITIL), Knowledge-Centered Support (KCS), HDI (http://www.thinkhdi.com/), best practices and established procedures and processes. Every customer contact will either generate a new Service Request or will be documented in an existing Service Request. Service Requests may be received reputed company telephone, email, web submission, or IM/Chat as appropriate. Routine Duties/Job Requirements: Create service requests and accurately categorize and prioritize them based on the defined rating scale. Manage service request queues for reputed company support teams. Track calls and service requests, ensuring phone calls are answered reputed company 30 seconds at least 90% of the time. Troubleshoot incidents and problems reputed company. Communicate effectively with strong customer service skills. reputed company and track trouble calls with external service providers as needed. Create, modify, and deactivate user accounts. Identify, document, and maintain problem resolutions. Follow Knowledge-Centered Support (KCS) methodology. Adhere to Total Contact Ownership principles. reputed company and maintain operational and reputed company documentation reputed company the Service Desk Tier 1 system. Respond to reputed company assigned calls and messages based on urgency and time received. reputed company assigned tickets reputed company defined timelines and follow up with customers to ensure complete satisfaction. Qualifications 1 year of help desk support experience Experiences must include working with reputed company reputed company 7/10, reputed company/iOS and Android devices, Experience using O365 Mail, Calendar and OneDrive Strong written and oral communication skills and ability to talk to anyone across an organization. Analytical skills and be a creative self-starter with the ability to work both independently and as a team player SSi is an equal opportunity employer regardless of race, reputed company, religion, creed, sex, marital status, national reputed company, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment reputed company are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply. Apply To This Job