Tier 2 Service Desk TS/SCI/POLY - TEKsystems

This position requires an active DoD Clearance (Top Secret/SCI with a CI Polygraph)





*Because an active DoD clearance is required, U.S. Citizenship is required*

Description:

TEKsystems is looking for an entry level cleared individual to support a help desk opportunity. Supporting worldwide DIA (Defense Intelligence Agency) as the First point of contact for IT problem resolutions, helping to increase user satisfaction, reduce resolution time, and consolidate and standardize remote and in-field customer support at the enterprise level.

Position Description:

Resolves technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/ application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.

Essential Job Functions:

- Provides first contract and incident resolution to customer with H/W, S/W and application problems. This includes both customer telephone support as well as electronically submitted requests.

- Provides Polite and customer friendly service support for problem resolution

- Attempt to resolve as many incidents during your first contact, or at Tier 2. Efficiently escalates to higher Tier III when required.

- Documents incidents status and solutions in incident database tools

- Possesses current working knowledge of computers, printers. laptops, and common windows applications

- Works through various types of Tier III issues with telephone assist

- Provides answers to Frequently Asked Questions or solution to common problems as part of a customer self-help capability

- Flexibility necessary, as shifts very

Requirements:



+ Top Secret/SCI + Polygraph (TEKsystems cannot sponsor a clearance for this opportunity, we can hold a clearance)


+ Ability to obtain the 8570 IAT II certification within 120 days of start date


+ A+, HDI, ITIL Foundation OR Microsoft 365



Skills:

help desk, customer service, windows 10, TS/SCI, Poly, DSS, Defense Intelligence Agency, DIA, Tier 1, Entry-level

**Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

Medical, dental & vision

Critical Illness, Accident, and Hospital

401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

Life Insurance (Voluntary Life & AD&D for the employee and dependents)

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation or Sick Leave)

This job posting will end: 10/31/2024







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.