Service Desk Specialist
Company: Inserso Corporation
Location: Washington
Posted on: March 2, 2025
Job Description:
Washington, District Of Columbia Full-Time Feb 14, 2025Inserso
is seeking a Service Desk Specialist to join the team for a
rewarding and challenging opportunity to provide Tier 1 support for
our DOJ OJP customers in Washington DC. The Service Desk Specialist
will be part of a team to provide centralized service to handle all
IT-related queries and operational problems from users with
operating systems, desktop applications, and web-based applications
supported by OJP. We strive to have a high rate of first call
resolution but also expect our team to follow escalation processes
to route tickets to the appropriate support groups when required.
We provide daytime support hours 7 days a week and everyone must
have the ability to multitask in a fast-paced environment and
possess the knowledge and expertise to resolve customer issues
efficiently and accurately.This position requires strong
communication skills and an ongoing desire to acquire new skills to
ensure technical competency to assist with mid-level technical
questions such as local system setup, local network issues, or
compliance with data and interoperability standards, as well as
applying technical solutions to issues that have established
resolution methods.Responsibilities:
- Answer phones or respond to email requests and create incidents
using DOJ OJP's ITSM systems (ServiceNow) and maintain them through
resolution.
- Provide prompt and courteous customer service.
- Update Asset Management records for users when required.
- Offer first line of support and provide information that may be
found in a knowledge base and/or manuals.
- Identify, escalate (e.g., Tier 2 and Tier 3 escalation), and
manage incident resolution; close incidents and service requests
including those escalated to third parties and the IT Security
Division.
- Cooperate and support colleagues and interact with other
support groups.
- Follow the knowledge base and priority matrix for issue
resolution.
- Analyze information and evaluate results to choose the best
solution to solve issues.
- Resolve technical issues within the policies and standard
operating procedures provided.
- Observe, receive, and otherwise obtain information from any
relevant source.
- Perform remote diagnostics and troubleshoot client workstations
and mobile devices.
- Troubleshoot and resolve incidents and problems.
- Respond to general inquiries and non-technical questions.
- Provide business application and website navigation
assistance.
- Provide password recovery for all users on various
systems.Required Skills/Experience:
- Must be a U.S. Citizen and successfully complete a DOJ OJP T2
Public Trust background check.
- High School Diploma or GED.
- 1 year of IT Support experience, preferably in a Help/Service
Desk or Call Center environment.
- Experience using ServiceNow, Remedy or equivalent ITSM.
- Experience configuring/supporting Windows 10 or higher
operating system.
- Experience configuring/supporting Microsoft Office 2019 &
O365.
- Experience supporting at least one of the following: Adobe
Acrobat, Adobe Acrobat Reader, Adobe Creative Cloud Suite,
Microsoft Edge, or Google Chrome.
- Able to work in an environment that is open 7 days a week,
including holidays.Preferred Skills/Experience:
- HDI certification.
- ITIL Foundation certification.
- Other relevant technical certifications (e.g., Microsoft,
CompTIA, etc.).
- Experience supporting DOJ or other similar federal
agencies.Physical and/or Mental Qualifications:Effectively
communicate with customers, stakeholders, and technical
specialists.EOE, including Disability/Vets. Reasonable
accommodation will be made for qualified individuals with a
disability, where such accommodation will not impose an undue
hardship during the application process and on the job.
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Keywords: Inserso Corporation, Washington DC , Service Desk Specialist, Other , Washington, DC
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