Research Administrator, Pre-Award Manager
Emory University
Service Desk Administrator
GovCIO
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 per year
Job Level
Mid-LevelSenior
About the role
- Provide Tier I phone support and troubleshooting in compliance with established policies/procedures.
- Provide supplemental hands-on desk-side support when required.
- Meet contractual Service Level Agreements (SLAs) in regards to speed to answer, first call resolution, abandonment rate, and customer satisfaction.
- Create, update, and track service requests/incidents within the ticketing system, and assist with maintaining/updating support documentation.
- Support Microsoft Windows environments and resolve Tier 1 hardware and software problems with tools such as MS Office and Windows 10.
Requirements
- High School with 3 - 6 years IT support (or commensurate experience)
- Active Secret clearance with ability to obtain and hold DEA suitability
Benefits
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance*
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Tier I supporttroubleshootingservice request managementincident managementhardware supportsoftware supportMicrosoft WindowsMS OfficeWindows 10
Soft skills
customer satisfactioncommunicationproblem-solvingtime management
Certifications
Active Secret clearanceDEA suitability
