Peraton · 6 hours ago

Service Desk Specialist

United States

Full-time

Remote

Entry Level

$39K/yr - $62K/yr

2+ years exp

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Information TechnologyRobotics

Actively Hiring

No H1B

U.S. Citizen Only

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Responsibilities

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.

Uses automated information systems to analyze routine situations.

Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.

Resolves problems or contacts more senior technical support as necessary.

Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.

Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.

Maintains network diagrams and circuit records.

Instructs users in the use of PCs and networks.

May perform basic PC, PBX, and network software programming.

Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Serve as the first point of contact for customers seeking technical assistance over the phone or email.

Perform remote troubleshooting through diagnostic techniques and pertinent questions.

Determine the best solution based on the issue and details provided by customers.

Walk the customer through the problem-solving process.

Qualification

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O365Technical Customer Support