The Initial Call Intake function provides detailed interaction/incident documentation of reported problems utilizing the incident management system.
Documentation in the incident management system is required for both real-time voice and virtual reported problems.
Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
Customer Service Representatives also utilize operational communications systems to communicate real-time events to management and customers as required.
Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
Respond to customer calls concerning general inquiries, providing “how to” assistance for specific problems.
Accept and process virtual call inquiries for hardware and software.
Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
Gather information and follow required diagnostic procedures.
Adhere to the Standard Operating Procedures (SOP).

Requirements

Ability to obtain a Public Trust clearance
Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification
Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers
Minimum of one year of IT call center support experience required
Desired skills: Ticketing system knowledge/experience (ServiceNow, Remedy or any other ticketing system)

Benefits

Medical
Dental
Vision
Life Insurance
Short-Term Disability
Long-Term Disability
401(k) Match
Health Savings Account
Flexible Spending Account
Training Reimbursement
Education Assistance
Paid Time Off
Holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementproblem analysishardware troubleshootingsoftware troubleshootingnetwork troubleshootingticketing systemWindows Operating SystemTCP/IPVoIPCisco routers

Soft Skills

customer servicecommunicationproblem-solvingdocumentationfollow-upprioritizationattention to detailteam collaborationtime managementadaptability

Certifications

HDI Customer Service RepresentativeHDI Desktop Support TechnicianA+ certification