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Service Desk Specialist

TEKsystems

09/16/2020

Posting ID: 7309836

Full time
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Our Client is seeking candidates to support the US Army Intelligence and Security Command (INSCOM). Under the I2TS 3 task order, INSCOM ensures reliable, uninterrupted availability of Command, Control, Communications, Computers, and Information Management (C4IM) including: networks, hardware, software, engineering, and specialized tools at the point of customer need to support INSCOM's mission. INSCOM and its MSCs provide the enabling layer to connect the Army and its tactical formations to defense and national intelligence agencies via tactical networks. The ability to provide mission critical intelligence is dependent on the successful use of its information technology (IT) networks worldwide.

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Job Functions:

-Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.

-Provides polite and friendly customer service

-Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates to higher Tier II or Tier III when required

-Possess current working knowledge of computers, printers, laptops, and common windows applications

-Works through various types of Tier II issues with telephone assist

-Provides answers to frequently asked question or solutions to common problems as part of a customer self-help capability




About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

Contact Information

Recruiter: Andrew Koronios

Email: akoronios@teksystems.com

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