Location: Remote - Applicant must be located within driving distance of Dallas, Texas to be able to go on-site as needed.
US Citizenship is Required - • Ability to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance.
Target Rate (Fully burdened FIRM FIXED PER MONTH
The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.
This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.
Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.
Level 1 support
Email handling. Ensure timely review and action of email in the Service desk mailboxes
Familiarity with outlook and the ability to organize and process a large volume of email.
Phone call handling.
Phone login and logout compliance when on shift.
Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.
Ensure when shift over, logged out of phone
Demonstrate professional conversation during customer calls
Operation Bridge Manager (OBM) monitoring
Adhere to documented instructions within the alert
Create incident ticket and assign to the appropriate group
Escalation for alert handling and high priority incidents
Utilize Everbridge for handling escalation procedures
Invoke the appropriate Everbridge template for escalation
Ensure escalation actions are documented in incident tickets.
Incident ticket (create, update) & manage lifecycle of incident prioritization
Data integrity of incident record (categorization tab, resolution details, assignment, etc.)
Proactive contacts for incidents about to breach Service Level Agreements (SLA)
Incident restoral and closure
Quality review of all incidents
Create and distribute required daily reports
Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint
If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action
Remote work – Utilized all the documented procedures when working from home
Avaya soft phone procedures
Establishing bridge line/Microsoft TEAMS
Transferring calls to bridge lines
Elevated system access request handling
Password resets/unlock account – Ensure a service Request ticket is initiated for all of these requests
Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ)
Vendor/Law enforcement unit (LEU) escorts
Tape management/backup responsibilities
Data center walk through
Assist facilities with hardware removal and installation as needed
Knowledge and Skills Required:
At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.
Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal
ITIL Foundation Certification preferable, but not required.