Faa Service Desk Featured
- Oak Ridge, Tennessee
- Job ID
Faa Service Desk job at Staffing the Universe in Oak Ridge TN
Description, duties, responsibilities
Responsibilities include but are not limited to:
Provide Tier 1 technical and procedural support to FAA users throughout the world.
Resolves technical problems and answers queries through various channels such as telephone chat email and tickets submitted online.
Diagnose identify isolate analyze and resolve problems utilizing technical skills historical database records and knowledgebase documentation.
Communicate moderately complex or technical information ideas and results effectively in both oral and written form.
Work is performed in a 24/7/365 environment. Shifts will be determined at a later date.
Required Education and Experience
Excellent customer service skills.
Knowledge to provide tier I technical support to computer customers needing assistance with general questions account administration (password resets and account unlocks) distribution of software and software troubleshooting remote access and VPN support and service/support request entry via an incident tracking system.
Ability to remotely troubleshoot user issues and determine what assistance is needed.
Ability to collect and document necessary information for appropriate escalation to level 2 technical teams if unable to resolve requests at first contact.
Desired Skills and Experience
Experience with BMC Remedy or similar ITSM software
Experience with Microsoft office
Experience with Outlook
Candidate must already hold the following certifications or be willing to obtain within 1 year of temp ? perm hire.
HDI Customer Service Representative
Must be able to obtain a public trust clearance prior to starting work.