Help Desk Tier I Agent

Responsibilities & Qualifications RESPONSIBILITIES Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs. Creates, updates and closes out help desk tickets. Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation. Provide Tier I support for customers, which include incident management activities such as basic fixes, general troubleshooting, and non-invasive corrective actions. The Help Desk will act as the entry point for any and all incidents across the system. Perform basic, First Call Resolution (FCR) incident resolution, incident document and entering clear and concise information into the ServiceNOW ticketing system. Provide direct support to end users by supporting “how to” questions, troubleshooting, diagnosing and resolving issues in response to customer reported incidents. Responsible for alerting management to recurring problems and patterns of problems. Assign tickets to Tier 2/3 technicians as necessary. Coordinate security and situational awareness concerns with TekSynap Management. Participate in regular team meetings and process improvement projects and training. Exceptional communication and interpersonal skills to build and maintain professional relationships with our customer base as well as office staff. REQUIRED QUALIFICATIONS 1-3 years of experience Prior experience in a government consulting services environment is preferred Must be able to fluently communicate verbal and written using English. To include emails, deskside support and telephone calls Maintain any additional certification(s) or training(s) required by the contract Work schedule: Part-Time, up to 20 hours per week. Typical schedule nights 11pm - 6am, EST and 24 hour weekend support. Must be flexible to support other shifts when needed. May be requested to work day shift to meet program and contract needs. Must be available for training the week of May 27th. Must successfully pass drug screen Must be a U.S. Citizen Overview We are seeking a part time Help Desk Tier I Agent to join our team supporting the USDA Forest Service. The Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will not require the individual to possess an IT background but can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of technical experience is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com. Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration. Additional Job Information WORK ENVIRONMENT AND PHYSICAL DEMANDS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Location: remote/telework Type of environment: Home Office Noise level: Low Work schedule: Part-Time, up to 20 hours per week. Typical schedule nights 11pm - 6am, EST and weekend support. Must be flexible to support other shifts when needed. May be requested to work weekends to meet program and contract needs. Amount of Travel: Less than 10% PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to grip, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. WORK AUTHORIZATION/SECURITY CLEARANCE Must be a U.S. Citizen WAGE INFORMATION Target hourly range: $15.00 - $16.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees. OTHER INFORMATION Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment. Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements. EQUAL EMPLOYMENT OPPORTUNITY In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact [email protected] for assistance.remote #telework #linkedin #LI-Remote (turn font to white)