TS/SCI Required

Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to customer problems, issues, requests. As the entry point for customer, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines acquired and demonstrated technical qualities with exceptional customer service in daily responsibilities.

• Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.
• Receives and logs customer problem/request/issues and by documenting the problem and updating the customer's contact information.
• Performs initial level of problem identification and attempts to resolve issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.
• Monitors and tracks incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided steps taken using knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
• Performs incident notification and escalation of problems/request/issues to responsible party.
• Performs follow up on all incidents with customer to provide exceptional customer satisfaction.
• Follows the defined process to document and escalate problems with tracking software and database.
• Through provided training, maintains knowledge of customer and customer specific business environment. Assists with maintaining customer Service Level requirements.
• Through provided training, develops and maintains technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.
• Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
• Assists in mentoring junior team members and accepts mentoring from senior team members.
• Other supporting duties as directed.

Minimum Qualifications

• High School Diploma or GED
• 2-5years Personal Computer experience including customer support or Help Desk
• 2-5years of customer service or public relations experience
• Experience with an incident tracking system
• (or) 2 years of experience on the service desk in a junior capacity with positive performance
• Top Secret SCI Required

Other Job Specific Skills

• Excellent customer service skills
• Excellent communication and interpersonal skills
• Using a knowledge document, works independently with general supervision and maintains a high-degree of professional conduct at all times
• Strong problem solving and analytical skills
• Technical expertise in:
• - Microsoft Windows Operating Systems
• - Microsoft Office
• - Network Connectivity
• - Print Services
• - E-Mail and Internet mail
• Strong understanding of how PC work and related troubleshooting
• Ability and desire to build additional technical skills
• Ability to interact effectively with others
• Ability to follow instructions to produce desired results
• Aptitude to multi-task workloads
• Ability to remain calm and courteous in periods of stress
• Ability to work with broad range of experience levels
• Strong administrative and organizational skills
• Willingness to work overtime and varying hours as required

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