IT Help Desk Specialist — ServiceNow & 1st‑Line Support

Koniag Government Services; Durham (AR); On-site; USD 2,066,000 - 3,031,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with company matching

Flexible spending accounts

Paid holidays

Paid time off

Job summary

Tuknik Government Services seeks a Customer Service Representative to support our government customer in Baltimore, MD. This role requires ability to obtain a Public Trust and offers comprehensive benefits including health, dental, and vision insurance along with a 401K match.

As a CSR in a Call Center, you will document incidents in ServiceNow, diagnose a wide range of hardware/software problems, and dispatch vendor maintenance following SOPs.

Qualifications

• HDI CSR or A+ certification.
• 1 year of Call Center/Helpdesk experience.
• Experience with Windows OS, SMS, MS Office, and Exchange/Outlook.

Responsibilities

• Document incidents in ServiceNow with real-time voice and virtual problems.
• Diagnose and resolve hardware, software, mainframe, and network issues.
• Dispatch vendor hardware maintenance per SOP and hardware dispatch guide.
• Communicate real-time events using Skype/Teams.

Skills

Excellent written and verbal-communic

Customer service experience

Education

HDI Customer Service Representative

A+ certification

Tools

Windows OS

SMS

Microsoft Office

Exchange/Outlook

Job description

Tuknik Government Services seeks a Customer Service Representative to support our government customer in Baltimore, MD. This role requires ability to obtain a Public Trust and offers comprehensive benefits including health, dental, and vision insurance along with a 401K match.

As a CSR in a Call Center, you will document incidents in ServiceNow, diagnose a wide range of hardware/software problems, and dispatch vendor maintenance following SOPs.