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Salient CRGT Jr Service Desk Technician (Tier 1.0) in Hancock County, Mississippi

Job Description

Are you looking for a new and exciting career opportunity?

Join our award-winning organization and work with some of the most talented minds within our Enterprise Technology and Innovation teams. As a Salient CRGT employee, you get to be part of a best performing team supporting our nation’s most critical missions. At Salient CRGT, we recognize that financial rewards and great benefits are important. That is why we offer competitive compensation and a diverse benefits package. Clickhere (http://www.salientcrgt.com/careers/benefits-2/) to learn more about our extensive benefits program.

Why Salient CRGT?

We’re passionate about the inspirational missions of our customers and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health and well-being of our nation. We provide the tools and resources to help you be successful, and our culture fosters an environment in which idea sharing and collaboration is essential. Are you ready to make a difference?

The Service Desk Tech shall perform Tier 1 services working directly with the Service Desk and staff to ensure that service levels are achieved. The hours of operations are 24 hrs./7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following:

Position Responsibilities:

  • Responds to and diagnoses incidents through discussions with users.

  • Provides support to end users on a variety of issues.

  • Identifies, researches and resolves technical problems.

  • Responds to telephone calls, email and personnel requests for technical support.

  • Documents, tracks, and monitors problems to ensure timely resolution.

  • Provides first-tier support to end users for either PC, server or mainframe applications or hardware.

  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify correct core problem.

  • Simulates or recreates user problems to resolve operating difficulties.

  • Recommends systems modifications to reduce user problems.

  • Operate within the SD AQL’s, first call resolution, and speed of answer.

  • Perform password resets on applicable systems.

  • Collect information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system.

  • Utilize the knowledge base to guide callers through resolution of reported issues.

  • Ensure that all email service requests are processed within the AQL’s.

  • Ensure that Tier 1 email team also receives Tier 1 phone support training to assist when email and fax incoming volume is low or during spike on the phones.

  • Ensure that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

#cjpost

Required Qualifications

  • US Citizen

  • High School Diploma or equivalent

  • 0-2 yrs experience. Will train the right candidate

  • Must be able to obtain/hold T1 Public Trust “clearances” supported by a Limited Background Investigation

#dsreqs

#super6

Desired Qualifications

Salient CRGT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity or expression, veteran status, disability, genetic information, or any other factor prohibited by applicable anti-discrimination laws.

  • MCSA Office 365 certification

  • ITIL Foundation certification

Connect With Us! (https://careers-salientcrgt.icims.com/jobs/11564/jr-service-desk-technician-%28tier-1.0%29/job?mode=apply&apply=yes&in_iframe=1&hashed=-336150033)

Job Location(s) US-MS-Hancock County

Job ID 2021-11564

LCAT General Clerk 1

Work Status Full-Time Regular

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