ASM Research
Tier I Service Desk Agent (Day Shift)
ASM Research, Springfield, Virginia, us, 22161
Job Description
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.
Duties and Responsibilities:
Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information.Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.Performs incident notification and escalation of problems/request/issues to responsible party.Performs follow up on all incidents with customer to provide exceptional customer satisfaction.Follows defined process to document problems within tracking software and database.Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement.Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.Other supporting duties, as directed.Willingness to work overtime and varying hours as required.Minimum Qualifications:
0-2 years Personal Computer experience including customer support or Help Desk.0-2 years of customer service or public relations experience.Experience with an incident tracking system (desirable).Ability to maintain government clearance or investigation.Certifications/Licensures
CompTIA Security+Clearance Requirements
TS/SCI required.Preferred Skills
Excellent customer service skillsUses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all timesExcellent communication and interpersonal skillsGood problem solving and analytical skillsTechnical experience in:
Microsoft Windows Operating SystemsMicrosoft OfficeNetwork ConnectivityPrint ServicesE-Mail and Internet mailBasic PC usage and troubleshootingOther Job Specific Skills
Ability and desire to build additional technical skillsAbility to interact effectively with othersAbility to follow instructions to produce desired resultsAptitude to multi-task workloadsAbility to remain calm and courteous in periods of stressAbility to work with broad range of experience levelsGood administrative and organizational skillsWillingness to work overtime and varying hours as required
Disclaimers
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability,gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Responsible for supporting the program/project/client to deliver Technology Infrastructure Services to meet customer business needs and expectations. Receives and responds to routine/basic customer problems, issues, requests. As the entry point for customers, documents, notifies proper department/desk, escalates as necessary, and tracks and follows up on all incidents. Combines demonstrated technical qualities with exceptional customer service in daily responsibilities.
Duties and Responsibilities:
Attains a minimum of 85.5% of working hours each day in an available state while logged into the telephone ACD queue; must log in promptly at designated work hours.Receives and logs customer problem/request/issues by documenting the problem and updating the customers contact information.Performs initial level of problem identification and attempts to resolve routine or basic issues using provided knowledge articles when appropriate. Escalates to more senior team members as appropriate.Assists with monitoring and tracking incidents. Follows through to resolution within the customer Service Level requirement by taking notes on the steps outlined within the provided knowledge articles in the problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.Performs incident notification and escalation of problems/request/issues to responsible party.Performs follow up on all incidents with customer to provide exceptional customer satisfaction.Follows defined process to document problems within tracking software and database.Through provided training, attains knowledge of customer and customer specific business environment. Attains an understanding of customer Service Level requirement.Through training, attains the necessary technical skills and understanding of supported clients with the Service Desk to achieve problem resolution goals.Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.Other supporting duties, as directed.Willingness to work overtime and varying hours as required.Minimum Qualifications:
0-2 years Personal Computer experience including customer support or Help Desk.0-2 years of customer service or public relations experience.Experience with an incident tracking system (desirable).Ability to maintain government clearance or investigation.Certifications/Licensures
CompTIA Security+Clearance Requirements
TS/SCI required.Preferred Skills
Excellent customer service skillsUses a knowledge document to work independently with general supervision and maintains a high-degree of professional conduct at all timesExcellent communication and interpersonal skillsGood problem solving and analytical skillsTechnical experience in:
Microsoft Windows Operating SystemsMicrosoft OfficeNetwork ConnectivityPrint ServicesE-Mail and Internet mailBasic PC usage and troubleshootingOther Job Specific Skills
Ability and desire to build additional technical skillsAbility to interact effectively with othersAbility to follow instructions to produce desired resultsAptitude to multi-task workloadsAbility to remain calm and courteous in periods of stressAbility to work with broad range of experience levelsGood administrative and organizational skillsWillingness to work overtime and varying hours as required
Disclaimers
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability,gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.