Trusted Mission Solutions

  • Tier 1 Service Desk Technician

    Job Locations US-DC-Washington
    Posted Date 6 months ago(2/20/2018 11:03 AM)
    ID
    2018-1206
    # of Openings
    1
  • Overview

    Trusted Mission Solutions is seeking a Tier 1 Service Desk Technician to work on a 24 x 7 x 365 project that supports a Federal client.

     

    *** Current opening is for the afternoon shift, Sunday - Thursday 2:30 pm -11:15 pm***

     

    The selected candidate will go through a mandatory training period (approximately 2 weeks) during the day shift.

    Responsibilities

    Description of Duties:

     

    • Provide professional phone and/or in-person technical support to customers with the goal of resolving customer-reported issues upon first contact.
    • Monitor phone call queue and answer phone calls in a prompt manner to minimize customer wait times.
    • Monitor Remedy Ticket queue (and Queue Monitor) and update tickets assigned on a daily basis; document all incidents and service request tickets in ITSM tool (Remedy) to ensure customers are provided with the latest status/update, progress, and resolution of their request.
    • Triage and troubleshoot all mobile device and remote access - BlackBerry, iPhone/iPad, Android, Global OpenNet (GO), and Surface Pro – issues; provide customers with step-by-step instructions on how-to configure and/or troubleshoot device-related or remote access-related issues.
    • Prioritize and respond to all High/Critical and/or VIP-related incidents or service requests first and escalate to Shift Lead and/or Tier 2 Systems Teams, as needed.
    • Actively participate in Shift Turnover activities to ensure awareness of ongoing operational issues (Domestic or Overseas), VIP-related issues, and/or planned/unplanned outages/system changes that may impact MRA (or other IRM-related) services.
    • Process new mobile or remote access service enrollment requests and/or service account requests from Remedy and/or MRA Management System (MRAMS).
    • Add/Change account information in Active Directory, BlackBerry, and/or Citrix/XenMobile related systems; perform BlackBerry/XenMobile mobile device activations and re-activations
    • Perform Citrix/RSA PIN resets and/or soft token pushes to mobile devices
    • Escalate all customer reported issues and/or potential system-related problems to Shift Lead and/or Operations Manager.
    • Escalate any un-resolved technical issues that are more complex in nature to Tier 2 Systems Team.
    • Adhere to and follow standard operating procedures (SOPs), Guides, Templates, and Policies used to support and manage MRA Operations daily activities.

    Qualifications

    Required Education/Experience:

     

    • Associates Degree in related technical discipline with 0 – 1 years of experience, or, 1+ years without a degree.

     

    Required Experience/Skills/Attributes: 

     

    • Basic knowledge of Microsoft Windows system administration tasks including: Windows Server 2008/2012, Active Directory, iOS or Android platforms, iPhones, iPads, BlackBerry 10 and 12, RSA, Citrix, and SCOM monitoring tool.
    • Basic knowledge of BMC Remedy.
    • Customer service-related skills.
    • Skills to address issues with senior level customers and/or VIPs.
    • Self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.
    • Strong oral and written communication skills with experience working directly with customers including VIPs.
    • Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables.
    • Ability to focus on ticket and monitoring systems for sustained periods.

     

    Desired Experience/Skills/Attributes:

     

    • Experience with mobile device solutions.
    • Certification in relevant IT products/technologies.

     

    Clearance requirements: 

    Interim Secret or higher

     

    Location: 

    Washington, DC.  Relocation assistance is not provided.

     

    Trusted Mission Solutions uses E-Verify to validate all new hires' ability to legally work in the US.

     

    Trusted Mission Solutions is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

     

    EOE/Minorities/Females/Vet/Disability

     

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