Service Desk Technician I — 24/7 IT Support

Inserso; San Antonio (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Inserso is seeking a Service Desk Technician Level I to support a government customer site in Chandler, AZ. The role emphasizes first-call resolution, adherence to established processes, and routing tickets to appropriate support groups while providing 24x7x365 support.

The candidate will answer phones/chats/emails via ServiceNow, assist with local system setup and network issues, and apply knowledge-base guidance to end-user inquiries while delivering prompt, courteous service.

Qualifications

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• High School Diploma or GED.
• 1 year of IT Support experience, preferably in Help/Service Desk or Call Center environment.
• Experience troubleshooting common technical incidents such as local systems set-up and local network issues.
• Experience using a Knowledge Base and/or established procedures and processes to resolve both technical and non-technical end-user inquiries.
• Experience with Windows operating system.
• Experience with Microsoft Office O365.
• Punctuality and ability to work in a 24x7x365 environment including weekends and holidays.
• Experience working with customers over the phone.

Responsibilities

• Answer phones, chat, and/or email and create tickets, using ServiceNow, to help resolve/track user issues.
• Offer first line of customer support, and provide information that may be found in Knowledgebase and/or manuals.
• Cooperating and supporting colleagues and interacting with other support groups.
• Analyzing information and evaluating results to choose the best solution to solve issues.
• Observing, receiving, and otherwise obtaining information from any relevant source.
• Resolve technical issues within the policies and guidelines provided.
• Follow the knowledge base and priority matrix for issue resolution.
• Remote diagnostics and troubleshooting client workstations.
• Respond to general inquiries and non-technical questions.
• Providing prompt and courteous customer service.
• Troubleshoot and resolve incidents and problems.
• Provide website navigation assistance.
• Password recovery/reset.

Skills

Communication skills

Customer service

Multitasking

Problem solving

Punctuality

Fast-paced environment

Education

High School Diploma or GED

Tools

ServiceNow

ITSM ticketing system

Remote Desktop

Job description

Inserso is seeking a Service Desk Technician Level I to support a government customer site in Chandler, AZ. The role emphasizes first-call resolution, adherence to established processes, and routing tickets to appropriate support groups while providing 24x7x365 support.

The candidate will answer phones/chats/emails via ServiceNow, assist with local system setup and network issues, and apply knowledge-base guidance to end-user inquiries while delivering prompt, courteous service.