Service Desk Agent - TekSynap

RESPONSIBILITIES

• Acting as a clearing house for all inbound calls;
• Dispatching calls within FDIC or external entities to appropriate Resolver or support groups;
• Provide warm handoffs for Priority 1 and Priority 2 Incidents if the resolver group is a call group provided by FDIC;
• Logging and assigning a Ticket number in the FDIC IT Service Management System (FDIC ITSMS);
• Capturing the appropriate Ticket information
• Treating the call, chat, or email in accordance with out-of-scope Service

REQUIRED QUALIFICATIONS

• Bachelor’s degree or equivalent experience
• 2+ years of desktop support experience n a Service Desk agent role.
• ITIL v3 foundation certified desired.
• Familiar with existing contact center systems (Avaya PBX/ACD, networking facilities, telecommunications, etc.) to provide the Service Desk Services.
• Trained in and at the appropriate level of experience for the technologies and products being supported and/or as specified in the training plan;
• Maintain effective oral and written communication skills and a customer focused-attitude (e.g., correct, polite, helpful, and understanding);
• 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.
• Ability to perform shift work.
• located within the continental United States (CONUS); and
• Excellent communication and customer service skills.

We are seeking Service Desk agent to join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will be a member of technical team where excellent customer service and professional expertise are required.

The mission of FDIC’s Chief Information Officer Organization (CIOO) is to provide scalable, efficient technology that enables continuous access to data securely. In support of this mission, FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented six product suites across the ServiceNow platform. The use of cloud platforms like ServiceNow is a key component of the FDIC’s ongoing IT Modernization Program, which emphasizes accelerated cloud adoption to support mission needs. The IT Modernization Program is intended to align the FDIC’s IT program with key Federal priorities, including the Federal Cloud Smart Strategy.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us!  

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Arlington, VA
• Type of environment: Varies
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: Less than 10%
• PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

Citizenship: US Citizen

Clearance requirement: ability to receive a Public Trust clearance

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.