Job Description

• Handle calls from a wide array of individuals from students to VIPs.
• Answer, validate and triage incoming phone-in Incidents and Requests.
• Process, validate and triage Incidents and Request submitted through the ticketing system.
• Review and validate ticket information.
• Routing and escalating tickets to appropriate support teams.
• Identifying and performing First Contact Resolution tickets.
• Providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware and software
• Provide best-effort support for technical information/assistance on non-standard computer systems, hardware and software
• Configuration, setup, maintenance and troubleshooting for Client‘s computer systems, hardware, and software.
• Proficient in troubleshooting Windows operating systems and Office 365 with a combination of Laptops, Desktop, and Mobile Devices
• Provide technical support to printers and other MFP devices.
• Images devices using PXE to support new and current equipment.

Requirements

• Security+ CE Certification (IAT Level II)
• Active Secret Clearance