Help Desk- Tier I

Location: 100% Remote. This is a United States based position, and candidates must reside in the continental United States to be eligible for employment.

Years'

Experience:

3+ years professional experience.

Education: Bachelor's degree in information technology or equivalent experience.

Clearance: Applicants must be able to obtain and maintain a Public Trust security clearance. United States Citizenship is required as part of the eligibility criteria to be able to obtain this type of security clearance.

Key

Skills:

• Must have Tier 1 help desk experience.
• Service Now experience.

Responsibilities

• Provide Tier 1 technical support as the central point of contact for all IT-related inquiries and end user requests.
• Providing software support assistance, to include but not limited to:
  • Password resets.
  • Account unlocks.
  • General software and hardware troubleshooting.
  • Installation and configuration desktop applications.
  • Supporting user customizations.
  • Answering and researching questions about the software's features.
  • Troubleshooting and resolving operational incidents, such as local print configurations.
  • Resolving website access issue.
  • Assisting with wireless and wired network connections configuration assistance.
• Resolve end user technical issues promptly and effectively.
• Reviewing, managing and maintaining the Tier 1 ticket queue to ensure timely and effective issue resolution.
• Monitor incoming support request tickets and create tickets for every customer interaction that does not already exist in Service Now.
• All tickets will follow company configuration management policies for ticket escalation, ticket routing, and ticket closures.
• Receive, track, and support all IT Service, Unified Communications (external and internal audio, video, and web conferencing support) and user workstation/desk move, add, and change support requests.
  • Will use company provided Interactive Voice Response (IVR) and Automated Call Distributor (ACD) software, hardware, and associated licenses.
• Respond to and manage multiple alternative communications channels, including voice messages, email, and intranet portal self-service requests.
• Track, manage, and provide monthly update on Help Desk utilization.
• Create problem tickets to track like incidents and raise the trend.
• Prioritize and organize incoming support requests to ensure timely resolution in alignment with established Service Level Agreements (SLAs), maintaining accountability for meeting response and resolution targets.
• Attend provided training as requested.
• Will always maintain a high level of customer satisfaction and professionalism.
• Other duties as assigned.

Qualifications

• Must be able to obtain and maintain a Public Trust security clearance.
• 3+ years professional Help Desk experience.
• Bachelor's degree in information technology or equivalent experience.
• Must have experience as a Help Desk Analyst supporting Microsoft applications.
• Experience providing support for major and business productivity applications, which include but are not limited to:
  Microsoft 365, Exchange Online, Microsoft Intune, and other Microsoft applications.
• Experience providing Tier 1 Help Desk support.
• Service Now Help Desk experience required.
• Keep up to date on Service Now best practices.
• Customer service driven.
• Excellent written and verbal communication skills.
• Must be detail oriented.

About Sparibis

Sparibis LLC is a professional solution firm that Clients rely on to access the best talent to drive their business success.

Sparibis is an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply