Service Desk Trainer

GovCIO is currently hiring for a Service Desk Trainer to provide training for the Service Desk for our federal customer. This position is a remote position, but due to contractual obligations must be near Stennis, MS.

The Service Desk Trainer is responsible for developing a plan to remotely train new Service Desk agents, and conduct that training when new agents onboard. They may also be required to fill the duties of the Service Desk agent when training volume is low. Service Desk agent duties include the following:

• Responds to and diagnoses incidents through discussions with users.
• Provides support to end users on a variety of issues.
• Identifies 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 the root cause.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommend 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 the applicable ticketing system.
• Utilize the knowledge base to guide callers through resolution of reported issues.
• Ensure that all email service requests are processed within acceptable contractual limits.
• Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

• High School Diploma or equivalent
• 2-3 years experience training Service Desk agents

• MCSA Office 365 certification

Clearance required:

Must be able to obtain and hold a public trust clearance.

Posted Salary Range: USD $24.97 - USD $24.97 /Hr.