Service Desk Specialist II

Etalentnetwork started with a vision to help businesses recruit the best talent globally. Our company provides RPO (Recruitment Process Outsourcing) as our core area since inception. We aim to help clients recruit top talent with ease, save time and money by providing end-to-end recruiting services.

Title:
Service Desk Specialist II
Location:
Vienna, VA
Fulltime

Shift: M-F 6:00am-2:30pm
Clearance: Active Top Secret Clearance

• Must be able to demonstrate knowledge of customer service and customer support principles and methods.
• Must be able to report, respond to, and resolve customer requests.
• Must be able to install, configure, upgrade, and troubleshoot hardware and software components.
• Must be able to present formal and informal training and assistance to customers.
• Must be able to demonstrate knowledge of knowledge-based applications.
• Must be able to participate in the planning and delivery of a full range of customer support services to the organization.
• Create tickets with basic user information and forward to the Tier 1 & 2 Service desk queue for further evaluation.
• Answer initial calls for all user issues at the TSC including IT, Security and Facilities issues in the building.
• Monitor ticketing queue and work on assigned tickets.
• Resolve all issues based on priority for unclassified and classified networks.
• Communicate effectively with users and update tickets with all relevant information.
• Escalate issues to leadership as needed including after hours and weekend sending emails and calling on call support.
• Support on-site shift operations 24/7/365.
• Maintain access to email accounts, mailboxes, distribution groups, personal storage tables (PSTs) and calendars.
• Assist with hardware decommissioning.

All your information will be kept confidential according to EEO guidelines.