Job description
What you’ll do:
- Provide responsive, reliable, and consistent service delivery.
Provide IT services that appropriately respond to the time-sensitive needs of customers, - Provide prompt referrals and escalations to an appropriate IT support service option.
- Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
- Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
- Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.
- Alerts management to recurring problems and patterns of problems.
Respond to and diagnoses problems through discussion with users. - Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
- Provide support to end users on a variety of issues related to applications and web applications.
- Identify, research, and resolve technical problems.
- Respond to telephone calls, email and personnel requests for technical support.
- Document, track, and monitor the problem to ensure a timely resolution.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
- Simulate or recreate user problems to resolve operating difficulties.
Recommend systems modifications to reduce user problems.
Required Qualifications:
- Bachelor's degree with 4 + years or High School diploma with 8-10 years of relevant experience.
- Minimum of 2 years of experience working in a help desk environment with ServiceNow tools.
- Must be a US Citizen and have the ability to obtain and maintain a (T4) position of Public Trust Clearance.
Preferred Qualifications:
- Prior experience with HHS and/or the Office of Inspector General customer, is a plus.
- Must have great oral and written communication skills.
- Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint
- Ability to effectively work independently and as a member of a team.
- Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.
Benefits:
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
Peraton Overview:
jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.