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Bering Global Solutions, LLC (BGS), a subsidiary of Bering Straits Native Corporation, is currently seeking a qualified
Call Center Help Desk/Tier 1 t for a government contract in Silver Spring, MD. Help Desk Analysts provide IT support for over 26000 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customer’s PC is connected to the network. Tickets are created, modified and closed in ServiceNow; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3. Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledge base. Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed. Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the IT Help Desk Manager and Supervisors.ESSENTIAL DUTIES & RESPONSIBILITIESThe Essential Duties and Responsibilities are intended to present a descriptive list of the range of duties performed for this position, and are not intended to reflect all duties performed within the job. Other duties may be assigned.- Receive, respond, and follow-up with service requests and service tickets
- Help Desk Specialist should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis.
- Proven knowledge of basic PC troubleshooting of and Windows 7 and Windows 10.
- Proven experience with SharePoint
- Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.
- Help Desk Specialists should have a HS Diploma or GED.
- Must be CompTIA A+ (IT Technician Designation) certified (no subsitutions)
- Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.
- Must have an Active Public Trust security clearance.
- Excellent problem solving skills and broad understanding of relationships between hardware and applications are necessary.
- Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities are needed to perform the job duties.
- They should possess proven excellent customer service skills and call tracking/problem management software experience, involving detailed documentation skills.
- N/A
- No supervisory responsibilities are required.
- ID: #23055444
- State: Maryland Silverspring 20993 Silverspring USA
- City: Silverspring
- Salary: Depends on Experience
- Job type: Permanent
- Showed: 2021-11-20
- Deadline: 2022-01-03
- Category: Et cetera