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  • ID
    #8611521
  • Job type
    Contract
  • Salary
    Depends on Experience
  • Source
    ASD, Inc.
  • Date
    2021-01-25
  • Deadline
    2021-03-26

Vacancy expired!

ASD is seeking Service Desk Specialists/ Desk Top Support, who holds TS/SCI/Poly Clearance (Preferred) for positions located in Annapolis JCT, and Colorado Springs, CO, Bossier City LA. Multiple Shifts - Day, Swing (1400 -2200, 0500-1300), and Night Shift (2200 to 0600).DIA Program.Program overview: ASD provides DoDIIS (Department of Defense Intelligence Information System) customers worldwide with an ESOC consisting of Self-Help Knowledge Portals, remote Service Desk resolution support, and in-field customer engagement support. Position descriptionResolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Essential job functionsProvides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requestsProvides polite and customer friendly service support for problem resolutionAttempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when requiredDocuments incident status and solutions in incident database toolsPossesses current working knowledge of computers, printers, laptops and common windows applicationsWorks through various types Tier II issues with telephone assistProvides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capabilityQualificationsActive TS/SCI clearance required w FS/CI Poly. (Preferred)

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