Cleared Service Desk Agent-Night Shift

Cleared Service Desk Agent-Night Shift

Service Desk Agent

This is a Full-Time Remote position, but only considering candidates within 1 hour driving distance to

Dallas, TX

. Full benefits are inclusive to this position.

Number of Available Positions:

2

Night Shift (7 PM- 7 AM CST)

Requirements:

ship Work Status Authorization

; Public Trust Clearance; 1- 3 years of relevant professional service desk experience including working with ticketing systems, event management, and Microsoft Office 365 Applications; ITIL Foundations Certification

Highly Preferred

Salary Target:

$40K-$48K/YR (Salary is flexible based on the relevant professional years of experience and background related to the position)

Job Description:

The Service Desk Agent is an entry-level position providing first-level IT support for service requests and incident resolution.

This position is in a 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.

Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

Level 1 support

Email handling. Ensure timely review and action of email in the Service desk mailboxes

Familiarity with outlook and the ability to organize and process a large volume of email.

Phone call handling

Phone login and logout compliance when on shift.

Login and be available to take calls at the start of the shift. Utilize the appropriate phone codes when not actively taking customer calls.

Ensure when shift over, logged out of phone

Demonstrate professional conversation during customer calls

Operation Bridge Manager (OBM) monitoring

Adhere to documented instructions within the alert

Create incident ticket and assign to the appropriate group

Escalation for alert handling and high priority incidents

Utilize Everbridge for handling escalation procedures

Invoke the appropriate Everbridge template for escalation

Ensure escalation actions are documented in incident tickets.

Incident ticket (create, update) & manage lifecycle of incident prioritization

Data integrity of incident record (categorization tab, resolution details, assignment, etc.)

Proactive contacts for incidents about to breach Service Level Agreements (SLA)

Incident restoral and closure

Quality review of all incidents

Create and distribute required daily reports

Adhere to and execute using Standardized work instructions located in the baseline library & Service Desk SharePoint

If updates or changes are identified for standardized work, ensure to communicate to a Service desk Team Leader for action

Remote work Utilize all the documented procedures when working from home

Avaya soft phone procedures

Establishing bridge lines/Microsoft TEAMS meetings

Transferring calls to bridge lines

OBM monitoring

Elevated system access request handling

Password resets/unlock account Ensure a service Request ticket is initiated for all of these requests

Onsite support for remote personnel (if geographically near Dallas, TX or East Rutherford, NJ)

Vendor/Law enforcement unit (LEU) escorts

Tape management/backup responsibilities

Shipping/receiving

Data center walk through

Safe Access

Assist facilities with hardware removal and installation as needed.

Knowledge and Skills Required:

At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management.

Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal

ITIL Foundation Certification preferable, but not required.

Employers have access to artificial intelligence language tools (AI) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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Dice Id:

91091793

Position Id:

8652907