Knowesis Inc. · 22 hours ago
Help Desk Support, Call Center 24/7 Support
Alexandria, VA
Full-time
Hybrid
Entry Level
1+ years expKnowesis Inc. is seeking a Help Desk Support specialist to provide essential support to the Department of Defense Office of Inspector General. The role involves troubleshooting technical issues, ensuring customer satisfaction, and maintaining service level metrics in a 24/7 call center environment.
AnalyticsInformation TechnologyManagement Consulting
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Provide trouble call resolution in a knowledgeable, friendly, and professional manner 24 hours a day, 7 days a week, with the exception of federal holidays
Meet DoD OIG established service level metrics for call response, technical support, and customer service
Input trouble calls into the DoD OIG ticket tracking system and ensure all relevant information is gathered and documented
Resolve trouble calls in person at the help desk, over the phone, and through email
Analyze and resolve trouble tickets utilizing tools such as remote desktop
Escalate trouble tickets when required by service desk processes to either Tier II, Tier III, or the appropriate team or individual
Provide follow-up service to end users to ensure that the service provided by the Help Desk has addressed their needs in a timely and efficient manner
Assign Trusted Agents responsible for issuing alternate tokens to Mark Center Headquarters personnel when required
Document call resolution and ensure all notes are maintained in the ticket tracking system, and Knowledge Base articles are published when applicable
Maintain existing and, when required, assist the Government with the creation of new Standard Operating Procedures (SOPs) in support of common Help Desk processes and activities
Provide support for Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) during primary operation hours (0600 to 1800 Monday through Friday) and NIPRNet only outside of those hours
Answer 90% of incoming calls within the first 30 seconds, except in instances of major outages
Attempt to resolve problems within the first 15 minutes, escalating tickets after 15 minutes of no resolution
Respond to voicemails left during regular business hours within one hour
Respond to voicemails left after regular business hours within the first two hours of the next business day, except for urgent issues
Maintain a call abandonment rate of ten percent or lower
Travel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)
Qualification
Required
Minimum 1 to 3 years of experience providing Tier I help desk or call center support
Experience with ticket tracking systems and documenting technical issues
Experience providing technical support for desktop operating systems, common Information Technology (IT) services, and applications on both classified and unclassified networks
Experience resolving trouble calls via phone, email, and in-person support
Experience using remote desktop tools to troubleshoot and resolve technical problems
Strong customer service skills with the ability to communicate technical information to non-technical users
Ability to work rotating shifts, including nights, weekends, and holidays, to support 24/7 operations
Associate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
DoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)
Active Secret security clearance or ability to obtain one
United States Citizenship required
Preferred
Information Technology Infrastructure Library (ITIL) Foundation certification or higher
Experience supporting DoD or federal government customers
Experience with Microsoft Windows operating systems and Microsoft Office applications
Experience working in a 24/7 support environment
Familiarity with NIPRNet and SIPRNet environments
Experience with Active Directory account management
CompTIA Security+ or similar security certification
Benefits
Health (Preferred Provider Organization (PPO) & High Deductible Health Plan (HDHP) Insurance
Dental
Vision
Short-Term Disability (STD) & Long-Term Disability (LTD)
Basic Life Insurance
401k Company Match, & Voluntary Products
Company
Knowesis Inc.
Knowesis is taken from the Greek word "noesis" which means the psychological result of perception, reasoning, and learning.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase