Help Desk Support, Call Center Support

Overview

Position: Help Desk Support, Call Center Support
Location: Alexandria, VA
Work Environment: On-site with potential for authorized telework
Clearance Required: Secret
Status: Funded
Knowesis is currently seeking an exceptional Help Desk Support Call Center Support specialist to join our team and provide invaluable support to the DoD OIG Information Technology Support Services contract.

To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements.

• Provide trouble call resolution in a knowledgeable, friendly, and professional manner
• Meet DoD OIG established service level metrics for call response, technical support, and customer service
• Input trouble calls into the DoD OIG ticket tracking system and ensure all relevant information is gathered and documented
• Resolve trouble calls in person at the help desk, over the phone, and through email
• Analyze and resolve trouble tickets utilizing tools such as remote desktop
• Escalate trouble tickets when required by service desk processes to either Tier II, Tier III, or the appropriate team or individual
• Provide follow-up service to end users to ensure that the service provided by the Help Desk has addressed their needs in a timely and efficient manner
• Assign Trusted Agents responsible for issuing alternate tokens to Mark Center Headquarters personnel when required
• Document call resolution and ensure all notes are maintained in the ticket tracking system, and Knowledge Base articles are published when applicable
• Maintain existing and, when required, assist the Government with the creation of new Standard Operating Procedures (SOPs) in support of common Help Desk processes and activities
• Perform all tasks 24 hours a day, 7 days a week, with the exception of federal holidays
• Provide support for Unclassified NIPRNet and Secret SIPRNet during primary operation hours (0600 to 1800 Monday through Friday) and NIPRNet only outside of those hours
• Answer 90% of incoming calls within the first 30 seconds, except in instances of major outages
• Attempt to resolve problems within the first 15 minutes, escalating tickets after 15 minutes of no resolution
• Respond to voicemails left during regular business hours within one hour
• Respond to voicemails left after regular business hours within the first two hours of the next business day, except for urgent issues
• Maintain a call abandonment rate of ten percent or lower
• Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)

• Minimum 1 to 3 years of experience providing Tier I help desk or call center support
• Experience with ticket tracking systems and documenting technical issues
• Experience providing technical support for desktop operating systems, common IT services, and applications on both classified and unclassified networks
• Experience resolving trouble calls via phone, email, and in-person support
• Experience using remote desktop tools to troubleshoot and resolve technical problems
• Strong customer service skills with the ability to communicate technical information to non-technical users
• Associate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• DoD 8570.01-M IA computing environment certifications as approved by agency IAWIP coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)
• Active Secret security clearance or ability to obtain one
• United States Citizenship required

• ITIL Foundation certification or higher
• Experience supporting DoD or federal government customers
• Experience with Microsoft Windows operating systems and Microsoft Office applications
• Experience working in a 24/7 support environment
• Familiarity with NIPRNet and SIPRNet environments
• Experience with Active Directory account management
• CompTIA Security+ or similar security certification

• Health (PPO and HDHP) Insurance
• Dental
• Vision
• Short-Term Disability (STD) & Long-Term Disability (LTD)
• Basic Life Insurance
• 401k Company Match, & Voluntary Products

Knowesis is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.