Black Bear Technology Solutions, LLC
Tier 1 Service Desk
Black Bear Technology Solutions, LLC, Pocatello, Idaho, United States, 83204
Title: Tier 1 Help Desk Support Admin Location: Pocatello, ID Clearance: DoD Top Secret Job Description: Black Bear Technology seeks a cleared Tier 1 Help Desk Support Admin in Pocatello, ID, to provide front-facing Tier 1 support to end users for either PC, server, or mainframe applications and hardware., supporting approximately 50,000 government and contractor end users, both CONUS and OCONUS. We seek candidates committed to high quality to provide courteous and accurate technical information and support in a timely, efficient, and professional manner. *Shifts: Seeking flexibility with shift schedules ranging from First, Second, and Third shifts. * Responsibilities:
Provide IT support to all customers
Receive customer IT queries by multiple methods (phone, self-service, etc.)
Provide the necessary information in the ticket in the event the ticket is passed to another solver group
Triage and troubleshoot tickets submitted
Change and reset passwords on all FBI enclaves
Provide desktop software application assistance and installation
Resolve trouble tickets while interacting with the user, First Call resolution (FCR), or escalate to other support entities
Remotely access the end-user desktop to provide support
Provide customers with the status of the ticket and serve as primary support admin through ticket resolution
Give guidance to customers to resolve their issues and prevent recurrences of the issue to the best extent possible
Provide expert technical support to customers having varying levels of computing skills
Provide a detailed diagnostic summary for the next tier level support
Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
Interacts with management to facilitate timely problem resolution
Knowledge in the use of and application of metrics to increase efficiency and solve issues
Possesses excellent communication skills
Required Skills:
1-4 years of experience with Call Center/Help Desk Management
Strong interpersonal skills
Advanced understanding of IT Service Management processes
Must have a current Top Secret Clearance with SCI / Poly eligibility
Ability to work in a 24/7 environment
Education:
Bachelor's Degree or equivalent experience and/or technical certifications
Black Bear Technology Solutions, LLC (B2TS), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. B2TS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at B2TS are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. B2TS will not tolerate discrimination or harassment based on any of these characteristics.
Provide IT support to all customers
Receive customer IT queries by multiple methods (phone, self-service, etc.)
Provide the necessary information in the ticket in the event the ticket is passed to another solver group
Triage and troubleshoot tickets submitted
Change and reset passwords on all FBI enclaves
Provide desktop software application assistance and installation
Resolve trouble tickets while interacting with the user, First Call resolution (FCR), or escalate to other support entities
Remotely access the end-user desktop to provide support
Provide customers with the status of the ticket and serve as primary support admin through ticket resolution
Give guidance to customers to resolve their issues and prevent recurrences of the issue to the best extent possible
Provide expert technical support to customers having varying levels of computing skills
Provide a detailed diagnostic summary for the next tier level support
Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
Interacts with management to facilitate timely problem resolution
Knowledge in the use of and application of metrics to increase efficiency and solve issues
Possesses excellent communication skills
Required Skills:
1-4 years of experience with Call Center/Help Desk Management
Strong interpersonal skills
Advanced understanding of IT Service Management processes
Must have a current Top Secret Clearance with SCI / Poly eligibility
Ability to work in a 24/7 environment
Education:
Bachelor's Degree or equivalent experience and/or technical certifications
Black Bear Technology Solutions, LLC (B2TS), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. B2TS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at B2TS are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. B2TS will not tolerate discrimination or harassment based on any of these characteristics.