Job Description :
*Job Title: Help Desk Engineer USC, GC Only*
*Need Locals who can come for F2F*
*Job Location: McLean, VA*
*Duration: 5 Months *
*Experience: 5 Years*
*Mandatory Skills:*
Job Description/Requirements
Proactive in identify potential issues and identifies workarounds or
permanent fixes via support teams
Portrays a professional demeanor, is articulate, patient, team and
customer-service oriented with the ability to effectively change priorities
as needed.
Strong attention to detail
Possess good problem solving skills, ability to visualize a problem or
situation and think abstractly to solve it.
Possess excellent written, verbal and interpersonal communication skills.
Must type a minimum of 55 wpm
Ability to work independently while also being team oriented
Ability to multi-task with attention to detail in a fast-paced, dynamic
environment
Comply with Incident Management processes
Comply with controls and standards
Comply with Service Continuity in case of disaster/weather/other
Maintains and complies with policies and procedures relating to service
desk operations.
Works under minimal supervision and follows established directions.
Manage and administer Service Desk tool sets, application, KM,
instructions, procedures, etc.
Must have a minimum of 2 years proven experience in a demanding,
fast-paced customer service environment. IT environment highly desirable.
College Degree or equivalent experience; work towards advanced
studies/degree preferred. Typically has 2-4 years related experience.
Provides timely resolution of problems or escalation on behalf of
customer to appropriate technical personnel.
Demonstrates excellent time management and organizational skills with the
ability to multi-task, follow directions, and have consistent attendance.
Advanced computer skills, including proficiency in Microsoft Office
application (Word, Excel, PowerPoint), Outlook
Experience using ServiceNow
ITIL Foundation certification a plus
Mandatory Skills for job:
Understanding of the Service Desk environment, Windows 7, Windows 10,
ServiceNow ticketing systems, Active Directory, Outlook, RSA Authentication
Manager, Cisco VPN & Anyconnect, Hard & Soft Token, Jabber Client, Jabber
Chat, MS Office 2016 and Outlook; and SharePoint 2013.
Excellent verbal and written communication skill. Ability to communicate
effectively with team members, support teams and management on both
business and IT sides.
Ability to multi-task and work in fast paced environment.
Good attitude and attendance.
Responsibilities:
Answers phone calls and chats for customer issues and request for IT
services
Actively monitors Service Desk call queue
Ensure customer satisfaction by meeting customer needs in courteous and
timely manner
Records incident and request for services in the ServiceNow incident
management system
Ensures ticket quality (i.e., correct CI, Product, assignee and owner,
etc
Ability to distinguishes between Incidents and Service Requests (Tasks)
and complete requests within SLA
Ensures timely resolution of issues or escalates on behalf of customer to
appropriate technical support team(s)
Actively participate in Service Desk Chat
Monitors and manages his/her ticket queue and document solutions using
knowledge management articles and other approved resources
Perform follow-up on customer inquiry with appropriate support teams
involved in resolution to ensure incidents are addressed appropriately and
provide customer with status update
Demonstrates a high degree of employee motivation and morale,
departmental and interdepartmental cooperation
Performing support for current desktop environment including Windows 7,
Windows 10, Outlook, MS Office 2016, password resets, desktop issues, VPN
support, hard and soft token, IE 10/11; Jabber Client/Chat
Maintains current and basic understanding of technical skills in field of
expertise and keep abreast of development in technology and solutions to
common
Participation in event response failover and recovery of apps, maintain
ability to perform duties such as VPN, offsite customer call capability,
work from alternative location; comply with essential personal policy