Progression, Inc.
Help Desk - Help Desk Tier I
Progression, Inc., Washington, District of Columbia, us, 20022
Help Desk Tier I (Call Center)Washington, DC
MUST:Public Trust ClearableExperienced Tier I Help Desk1+ years of Help Desk/ Service Desk experiencebility to accurately document and ticketing information with minimal errors and/or reworkMust be able to work independently, achieve productivity goals, and manage ones timeStrong written and verbal communication skillsttention to detail and a can-do attitudeMust be able to work on site and weekends on a rotating scheduleTechnical certifications are highly desiredBachelors degree required; additional years of experience may be accepted in lieu of degree
DUTIES:Process incident and service requests, and escalate critical service interruptions accordingly to service level requirementsResponsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are metProvide remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing toolMay also make outboard service calls to potential customersResolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shotsMay be required to work in one or multiple work queues over various customer contact channelsWhen new solutions are derived to resolve issues,Provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles createdEnsure compliance with all government policies, procedures and timelines for ticket escalation and resolution
Progression Inn. is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. #indpro
MUST:Public Trust ClearableExperienced Tier I Help Desk1+ years of Help Desk/ Service Desk experiencebility to accurately document and ticketing information with minimal errors and/or reworkMust be able to work independently, achieve productivity goals, and manage ones timeStrong written and verbal communication skillsttention to detail and a can-do attitudeMust be able to work on site and weekends on a rotating scheduleTechnical certifications are highly desiredBachelors degree required; additional years of experience may be accepted in lieu of degree
DUTIES:Process incident and service requests, and escalate critical service interruptions accordingly to service level requirementsResponsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are metProvide remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing toolMay also make outboard service calls to potential customersResolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shotsMay be required to work in one or multiple work queues over various customer contact channelsWhen new solutions are derived to resolve issues,Provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles createdEnsure compliance with all government policies, procedures and timelines for ticket escalation and resolution
Progression Inn. is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. #indpro