Junior Service Desk Technician (Kiln, MS - Oneida ESC Group

Oneida Professional Services (OPS) is actively seeking a highly motivated, full-time onsite Junior Service Desk Technician (Tier 1.0) in Kiln, MS.

Compensation: $11.04/Hour

Key Responsibilities

The Service Desk Tech shall perform Tier 1 services by working directly with the Service Desk and staff to ensure that service levels are achieved. The hours of operation are 24 hrs./7 days a week. Shift Flexibility is a must. The qualified candidate will perform the following:

• Responds to and diagnoses incidents through discussions with users.
• Provides support to end users on a variety of issues.
• Identifies, researches and resolves technical problems.
• Responds to telephone calls, email and personnel requests for technical support.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Provides first-tier support to end users for either PC, server or mainframe applications or hardware.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Operates within the SD AQL’s, first call resolution, and speed of answer.
• Performs password resets on applicable systems.
• Collects information from callers and ensure that tickets are promptly and accurately documented in applicable ticketing system.
• Utilizes the knowledge base to guide callers through resolution of reported issues.
• Ensures that all email service requests are processed within the AQL’s.
• Ensures that a response to every contact is acknowledged to requestor, documented accurately and worked as a first contact resolution or assigned appropriately.

Minimum Qualifications:

• High School with 0-2 years experience in a call center or technical role.
• Clearance Required: Must be able to obtain and hold a Public Trust Clearance.
• US Citizen
• Basic understanding of computer principles including using an operating system and web browser

Preferred Qualifications:

• MCSA Office 365 certification
• ITIL Foundation certification

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About Us:

The Oneida ESC Group is a family of companies owned by the Oneida Nation of Wisconsin that delivers customer-focused engineering, science, and construction services worldwide.

Our family of companies includes:

• Oneida ESC Group (OESC)
• Oneida Professional Services (OPS)
• Oneida Total Integrated Enterprises (OTIE)
• Mission Support Services (MS2)
• Sustainment & Restoration Services (SRS)
• Oneida Engineering Solutions (OES)
• General Mechanical Corporation (GMC)
• LG2 Environmental Solutions (LG2)
• Oneida Environmental (OE)

We integrate our staff for dedicated, cooperative, and business-like delivery of services to enhance our customers’ missions.

Equal Employment Opportunity:

Oneida ESC Group is an equal opportunity employer committed to inclusion and diversity in the workplace. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws, national origin, disability, veteran status, or other legally protected characteristics.

Oneida ESC Group participates in the E-Verify program. Learn more about the E-Verify program. https://www.e-verify.gov/

Oneida ESC Group is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Oneida ESC Group makes hiring decisions based solely on qualifications, merit, and business needs at the time.