Description
- Handle calls from a wide array of individuals from students to VIPs.
- Answer, validate and triage incoming phone-in Incidents and Requests.
- Process, validate and triage Incidents and Request submitted through the ticketing system.
- Review and validate ticket information.
- Routing and escalating tickets to appropriate support teams.
- Identifying and performing First Contact Resolution tickets.
- Providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware and software
- Provide best-effort support for technical information/assistance on non-standard computer systems, hardware and software
- Configuration, setup, maintenance and troubleshooting for Client‘s computer systems, hardware, and software.
- Proficient in troubleshooting Windows operating systems and Office 365 with a combination of Laptops, Desktop, and Mobile Devices
- Provide technical support to printers and other MFP devices.
- Images devices using PXE to support new and current equipment.
Requirements
- Security+ CE Certification (IAT Level II)
- Active Secret Clearance