Service Desk Technician

Tandym Group Internal; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A top government integrator is seeking a Service Desk Technician to join their remote team. The technician will handle troubleshooting for software, hardware, and network issues, ensuring efficient problem resolution for end-users while maintaining a pleasant demeanor. Candidates must be U.S. citizens and have at least one year of support experience.

Qualifications

• 1+ year of experience in a Call Center environment.
• Must be familiar with technical infrastructure, including LANs and WANs.
• Experience working remotely or independently is essential.

Responsibilities

• Provide technical support for a wide range of computer-related issues.
• Utilize ServiceNow for creating requests and documenting troubleshooting steps.
• Instruct users in the use of PCs and networks.

Skills

Technical support

Troubleshooting

Customer service

Knowledge Base utilization

Communication skills

Tools

ServiceNow

MS Office

Job description

A top government integrator is currently seeking a Service Desk Technician to join their growing team remotely. In this role, the service desk technician provides software, hardware, and network problem resolution for end users.

***This is a Remote opportunity and will only U.S. citizen will be considered for this position!***

Responsibilities:

• Provide technical support to customers for a wide range of computer-related issues
• Provide software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions
• Provide troubleshooting support to End-Users regarding their IT issues. such as PC set-ups, log-in issues, and password resets
• Utilize ServiceNow to create requests and incidents, call data capturing (detailed troubleshooting steps), and follow knowledge-based documentations
• Resolve problems or contact more senior technical support, as necessary
• Support users by fulfilling individual requests for information and/or training in the utilization of the various databases available
• Conduct technical research for source of information required in support of requests for information related to ongoing programs and proposal efforts
• Instruct users in the use of PCs and networks
• Perform basic PC, PBX, and network software programming
• Interact with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem

Qualifications:

• 1+ year of experience working in a Call Center environment
• Experience working with a ticketing system
• Familiarity with technical infrastructure, including LAN’s, WAN’s, and servers
• Extensive knowledge of MS Office (2007 to present) beyond basic personal use
• Ability to maintain a pleasant demeanor with all customers
• Ability to conduct Knowledge Base searches to pull the correct information for the problem presented
• Experience working remotely or independently

Desired Skills:

• A+/Security+ certification
• ServiceNow ticketing experience
• Prior Help Desk experience
• Experience with virtual private network