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TIER 1 AGENT

Herndon VA, Primarily Remote · Information Technology
NorthHill Technology Resources has an immediate need for a Tier 1 Agents to support the Department of State.  This role is fully remote through COVID but will eventually be partially onsite 2 days per week in Herndon, VA.  Due to Federal Government requirements this role requires an active Secret Clearance.  Openings are available for First Shift (7am - 3:30pm and Third Shift (11pm - 7:30am).

Description:

Responsible for ensuring customer satisfaction by resolving technical issues and ensuring end-user needs are met.

Responsibilities:
•  Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool. May also make outboard service calls to potential customers.
•  Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.
•  May be required to work in one or multiple work queues over various customer contact channels.
•  When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
•  Ensure compliance with all gov’t policies, procedures and timelines for ticket escalation and resolution.


Qualifications:
•  Requires US Citizenship and an active SECRET Government Security Clearance.
•  1 to 3 years of help desk/service desk experience.
•  Ability to accurately document and ticketing information with minimal errors and/or rework.
•  Must be able to work independently, achieve productivity goals, and manage one’s time.
•  Strong written and verbal communication skills.
•  Attention to detail and a can-do attitude.
•  Must be able to work on site and weekends on a rotating schedule.
•  Experience supporting the Department of State IT environment desired, but not required.


Preferred  Industry Certifications:
•  Comp TIA A+ Certification
•  ITILv3 or ITILv4 Foundation Certification
•  Microsoft IT Support Certification or HDI SCR desired, but not required
•  Experience using Remedy or ServiceNow CRM preferred
•  Experience supporting the Department of State IT environment desired, but not required.

Shift Hours
• First Shift: 7:00 am – 3:30 pm OR Second Shift 11pm - 7:30am

 
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