Service Desk Technician Level 1

Blackwomenintech; Woodland Park (CO); On-site; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking company that values integrity and service! This fully remote role offers the chance to make a real difference by providing exceptional customer support for software, hardware, and network operations. You'll work in a dynamic environment where your skills in technical support and customer service will shine. The company is committed to ethical principles and seeks individuals who are passionate about helping others. With opportunities for training and development, this position is perfect for quick learners eager to contribute to a team that prioritizes excellence and integrity. Embrace this chance to grow your career while making a positive impact!

Qualifications

• Must have DoD Approved 8570.01 Level I certification or be willing to obtain it.
• Excellent verbal and written English communication skills are essential.

Responsibilities

• Respond to and resolve customer requests related to software and hardware issues.
• Manage escalated customer issues and maintain documentation.
• Achieve First Contact Resolution performance metrics consistently.

Skills

Customer Service Skills

Technical Support Background

English Language Proficiency

Quick Learning Ability

Education

DoD Approved 8570.01 Level I Certification (CompTIA A+)

Technical Education

Job description

Job Type

Full-time

Description

Abacus Solutions Group: We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to serve our customers and coworkers. Working hard and doing the right thing with integrity means that for every decision we make we first ask, "Is the decision consistent with our moral and ethical principles?" We hire, review, reward and recognize our teammates based on these characteristics, so it is important that you share these values to be part of the team.

Location:

• This role is fully remote, due to contractual obligations associated with this role, we are unable to hire candidates residing in certain geographic areas.

Responsibilities:

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Be aware of customer's time restraints and work within those time limits.
• Keep customer aware of resolution steps if ticket needs to be dispatched.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting/resolution steps into the trouble ticket.
• Manage time and workload to meet predetermined service levels.

Requirements

• DoD Approved 8570.01 Level I certification (such as CompTIA A+) - we may provide assistance in training to obtain the certification.
• Excellent use of the English language both verbal and written.
• Excellent customer service skills.
• Demonstrate the ability to be a quick learner.
• While we provide training for this position, we prefer to hire candidates with a technical support background and/or education.

Security Clearance / Background Check:

• Must be a US Citizen.
• Department of Defense Secret Security Clearance or be able to acquire one; We can sponsor you.
• Must be able to pass standard background check and drug screening.

Hours:

• This is a 24/7/365 operation; candidates must be willing to work rotating shifts.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.