Service Center Front Line Technician (Business)
CACI International
- Chantilly, VA
- Permanent
- Full-time
- * *
- Supporting a 24x7 world-class service center
- Provides first level support for inbound incidents and Service Requests
- Provide frontline phone and email support related to system and application issues
- High comfort level working with technology at a fast pace
- Ability to quickly route issues according to issue type and severity
- Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
- The ability to multi-task, specifically focused with creating support tickets in a web-based CRM and troubleshoot while speaking to someone on the phone
- Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
- Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
- Communicates promptly on progress.
- Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
- Executes against established Service Level Agreements (SLA).
- Documents resolutions and updates self-help and staff knowledge bases.
- Alerts management to recurring problems and patterns of problems
- 1+ year of experience in helpdesk support and or networking
- Current IAT Level II - Security +
- Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
- Ability to work rotating shift-work
- Degree or equivalent work experience
- Experience working with helpdesk ticketing tools and knowledge base resources
- Experience troubleshooting Microsoft Desktop Operating Systems
- Experience with server and or desktop virtualization
- Experience with networked storage
- CompTia A+
- CompTia Server+
- CompTia Network+
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