SR. IT Specialist SME Level 1 (DC, Washington)

Provides a wide range of technical service with the utmost professionalism to users in a solution center setting. Works with walk-up customers to resolve IT issues and answer IT-related questions. Ability to troubleshoot and resolve issues accurately, promptly, and to the user’s satisfaction. Works with customers with all levels of IT knowledge resolving issues, answering questions, and providing guidance. Works as part of a team as well as independently using IT skills and experience to resolve IT issues as quickly and accurately as possible. Ascertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problems. Works under limited supervision on tasks within established procedures. Must have outstanding IT technical skills as well as customer service skills. Focus is on maintaining a high level of customer satisfaction. All personnel are required to be respectful, professional, courteous, and knowledgeable – at all times.

POSITION REQUIREMENTS

• Provide IT support to all customers in a solution center setting.
• Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
• Triage and troubleshoot tickets submitted.
• Change and reset passwords on FBI information systems.
• Provide desktop software application assistance.
• Resolve trouble tickets while interacting with the user, First Call Resolution or escalate to other support entities.
• Provide customers with status of the ticket and serve as primary support.
• Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible.
• Inform customers of their IT options and the associated benefits and limitations.
• Provide expert technical support to customers having varying levels of computing skills.
• Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groups.
• Provide information and direction to users on how to gain access to IT services.
• Receive walk-in customer IT queries, documenting as much detail of issues as possible.
• Troubleshoot and triage interaction and incident tickets, and documenting all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level support.
• Enter and manage Service Manager (SM) tickets.
• Identify incident trends and escalate identified problems to supervisory personnel.
• Desire to work with customers in person on a daily basis.

EXPERIENCE/EDUCATION Required:

• Outstanding communication skills, ability to communicate with customers regarding technical topics. 

  Experience and demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers.

  Experience troubleshooting and resolving issues with mobile phones, laptops, tablets

  Experience completing password resets, familiar with multi-factor authentication

  IT Certifications applicable to desktop and mobile computer support 

  Bachelor’s degree in discipline with 4 years of experience or 8 years equivalent experience

  TS clearance required.