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Help Desk Support Technician – Durham, NC (Onsite)
Provide frontline IT support to government users from an onsite Durham call center, handling call intake, troubleshooting, ticket management, and escalation. DecisionPoint Corporation delivers IT services while supporting hardware, software, network, mainframe, and communications issues.
विवरण
- Support customers in a call center while maintaining thorough call and issue records
- Operate the Change, Asset and Problem Reporting System (CAPRS) for live voice communications and emergency alerts
- Recognize and report hardware, software, mainframe access, and printing issues
- Record diagnostic findings and resolutions for hardware, software, video, mainframe, and network incidents
- Route vendor hardware maintenance requests based on SOP-defined priority levels
- Use operational communication tools to relay real-time events to managers and customers
- Watch email, instant messaging, and related tools for broad service-availability problems
- Answer customer calls and provide procedural or how-to guidance
- Receive and process virtual hardware and software requests
- Create a ticket for every customer interaction, recording scope, impact, and priority
- Resolve incidents directly or escalate them to Level 2 support
- Coordinate with customers, vendors, and SSA components to resolve issues and maintain current tickets
- Close tickets once customers are satisfied and all required records are complete
- Notify the assigned distribution list about unresolved Severity 1 incidents
- Collect relevant information and complete the prescribed diagnostic steps
- Work in accordance with established Standard Operating Procedures (SOP)
आवश्यकताएँ
- Eligibility to obtain a Public Trust clearance
- At least one of these certifications: HDI Customer Service Representative, HDI Desktop Support Technician, or A+
- At least one year of professional help desk experience
- Hands-on experience with Windows workstation or server operating systems
- Experience using Microsoft Systems Management Server (SMS)
- Experience supporting Microsoft Exchange and Outlook
- Experience with client/server applications
- Working knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP)
- Experience with very high speed Backbone Network Service (vBNS)
- Experience with Multi-Protocol Label Switching (MPLS)
- Experience supporting VoIP environments
- Experience with Cisco routers
- At least one year of IT call center support experience
- Familiarity with a ticketing platform such as ServiceNow, Remedy, or another comparable system
लाभ
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability coverage
- Long-term disability coverage
- 401(k) matching
- Health Savings Account
- Flexible Spending Account
- Training reimbursement
- Education assistance
- Paid time off
- Paid holidays
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