Senior Service Desk Administrator

Senior Service Desk Administrator at GovCIO in Boise, Idaho, United States Job Description Overview GovCIO is currently hiring for a Senior Service Desk Administrator to provide user support and customer service on government customer computer applications and platforms. This position will be a fully remote within the United States position. Responsibilities Provides user support and customer service on government customer computer applications and platforms. Troubleshoots problems and advises on the appropriate action. Answers calls and creates tickets for user issues and requests. Responds to user requests via phone and email. Escalates tier 2 and tier 3 issues to supervisor and/or technical lead. Tracks all issues to closure. Job Responsibilities: + Configures and supports (remotely) desktop computers, laptop computers, handheld devices, printers, monitors, portable data storage devices, and other general peripherals. + Configures IT devices for secure operation, including installation of software, security and software updates, and other configurations remotely as required. + Diagnoses hardware and software failures, communicates the remediation plans to users, and provides status updates. + Provides remote software support for users of customer-provided applications (as identified by the task), including basic to advanced software operations and general use of computers and peripherals. + Supports customer proprietary software. + Provides virtual assistance sessions with users remotely. + Develops technical how-to guides for review and inclusion as a knowledge base article. + Ability to professionally handle high pressure events and with challenging users. + Answers user calls, processes user emails, voicemails, and self-service portal requests. + Updates interactions in ServiceNow and addresses by creating Incidents, Service Requests and/or closes interactions as laid out in ticket handling procedures. + Performs diagnostics, analysis, fixes, or other actions to resolve user issues and/or requests. + Follows set policies and procedures when assisting users to ensure proper handling of requests. + Contributes knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures), Knowledge Base Articles (KBs), and Training manuals for Tier I support. + Works with Tier I/II/III and other groups to resolve technical problems. + Maintains a professional attitude providing excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts when ne To view full details and how to apply, please login or create a Job Seeker account