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Technica LLC Help Desk Technician, Stennis, MS in Stennis, Mississippi

Job Summary The Service Desk Tech shall perform Tier 1 services working directly with the Service Desk and staff to ensure that service levels are achieved.  The hours of operations are 24 hrs./7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following:  

Position Responsibilities:

    Responds to and diagnoses incidents through discussions with users.     Provides support to end users on a variety of issues.     Identifies, researches and resolves technical problems.     Responds to telephone calls, email and personnel requests for technical support.     Documents, tracks, and monitors problems to ensure timely resolution.     Provides first-tier support to end users for either PC, server or mainframe applications or hardware.     Interact with network services, software systems engineering, and/or applications development to restore service and/or identify correct core problem.     Simulates or recreates user problems to resolve operating difficulties.     Recommends systems modifications to reduce user problems.     Operate within the SD AQL’s, first call resolution, and speed of answer.     Perform password resets on applicable systems.     Collect information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system.     Utilize the knowledge base to guide callers through resolution of reported issues.     Ensure that all email service requests are processed within the AQL’s.     Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.     Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.


Position Qualification Requirements:


    US Citizen     High School Diploma or equivalent     Must be able to obtain/hold T1 Public Trust “clearances” supported by a Limited Background Investigation Desired