Call Center Help Desk

Overview

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking motivated and customer-focused IT Call Center Help Desk (Tier I and II) in support of a program for CBP TSD (Technology Service Desk) at the Department of Homeland Security (DHS). The program provides IT support for over 65,000 users worldwide. Service Desk support is required 24 hours a day, seven days a week, 365 days a year.

The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

• Assist end-users virtually (phone, email, chat) by identifying and solving problems with computer hardware and software functionality.
• Assist customers via email, web inquiries and/or phone calls and log all requests into the government tracking system (Service Now).
• Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
• Determine the best solution based on the issue and details provided by users.
• Grant access for new employees to the network, directory and related systems.
• Escalate when problems are identified and resolved in a timely manner.
• Follow up with customers after an issue is resolved to obtain feedback.
• Run reports to identify persistent malfunctions.

• Must be a US Citizen.
• High School Diploma or equivalent.
• 1–2 years of help desk experience.
• Good understanding of computer/software systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• MCSA certification preferred.
• A+ certification preferred.
• Must possess strong customer service skills.
• Must have knowledge of both hardware and software systems.
• Bilingual preferred (Spanish).
• Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.