Posted by: ABBTECH Professional Resources on Feb 23, 2018
Service Desk Technician
Austin, TX Memphis, TN
Government Contract Position
Pay - $16.59/hr
10:00 am - 6:30 pm EST
Service Desk Technician
Assist ESD specialists with responding to customer demand for assistance. In addition to responding to customers via the telephone and web chat, contractor will help educate the customers regarding options for self- service, as appropriate, and process tickets from the various web queues. Completing tickets through Knowledge Incident Service Asset Management (KISAM) and documenting actions taken to resolution or escalation for each customer.
Tasks include customer support that meets current and future business requirements:
Perform remote work of installs, configurations, upgrades, troubleshooting Maintain Information Technology systems including workstations, peripherals, software (both Commercial-Off- the-Shelf (COTS) and IRS developed), scanners, laptops, and printers. Receive, respond to, and ensure complete resolution of any Enterprise Service Desk (EDS) contacts; document actions taken, give needed guidance and/or training to customers to prevent recurrences; and assist Service Desk specialists in resolving complex problems. Perform remote work in working the web queue inventory. Provide telephone customer support, as required. Ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers. Ability to assist multiple customers at a time; when possible. Ability to open and monitor status of trouble tickets and add pertinent information to the automated trouble ticket system (KISAM) to include steps leading to resolution. Ability to perform basic network functions and troubleshoot systems, such as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer's system remotely, add and remove systems from the domain, etc. as well as coordinate with the other service providers according to the Knowledge articles to troubleshoot customer's issues. Have knowledge of business operations as related to an Enterprise Service Desk environment and systems. Troubleshoot and resolve end user hardware and software problems. Provide updates, as appropriate, to Knowledge Articles that are no longer accurate. Adhere to all Customer Service Support (CSS) policies and processes. Adhere to an average handle time of 20 minutes; then follow the escalation process.
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