Second-61

General

• Provide telephone technical support of hardware, systems, sub-systems and/or applications for FAA employee and non-employee user base.
• Field questions about installation, operation, configuration, customization, and usage of assigned products.
• Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalate complex problems to a higher level of expertise within the organization.
• Effectively communicates with end-users via telephone, email and chat.
• Resolves account, operating system, application, software, mobile device, desktop and network issues to restore service in a timely manner.
• Ensures troubleshooting and resolutions are accomplished using industry best practices.
• Collects and documents necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests on first contact.
• Provides support for PC Computer off-the-shelf (COTS) products and enterprise-wide customer applications.
• Suggests updates to the knowledge base by creating documentation describing issues encountered, their resolutions, and works on the development of processes and documentation to improve detection and resolution of problems.

Service Desk Agent