Help Desk Specialist (L1)

Employment Type

: Full-Time


: Customer Service/Call Center

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**** All candidates for this role MUST have an Active U.S. Government Clearance (Secret or Top Secret) and a Security + Certification ****

The USAF currently has multiple service desks that leverage a variety of ITSM solutions platforms including Remedy, ServiceNow, and other local solutions. In an innovative effort to consolidate to a central desk, our client has been tasked with standing up an ITSM solution and implementing throughout the United States. The USAF intends to require that a number of different ITIL process and functions are performed in collaboration across multiple service providers. This request is seeking additional input for an ITSM solution, which will deliver those ITIL processes and functions as part of a Tier 0 and Tier 1 service desk. The services must include the capability to develop process and workflow in the following areas as a minimum:

* Incident Management
* Problem Management
* Knowledge Management
* Change Management
* Release and Deployment Management
* Service Request Management
* Service Catalog Management
* Customer Feedback (survey) Capabilities
* Service Level Management
* Asset Management
* Vendor Management
* Contract Management
* Hardware and software discovery
* Configuration Management Data Base
* CMS Integration
* Multi-Vendor Integrated Service Catalog
* Service Desk

Key role: Level 1 Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues.

**** All Candidates MUST have AT LEAST an active U.S. Government Clearance and a Security + Certification to be eligible ****

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.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 ###-#### or email accommodation@teksystems .com for other accommodation options.

Job Requirements:

Associated topics: assist, assistance, client, deskside, information technology, pc, service, systems administrator, technical support specialist, technology

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