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Service Desk Operations Center at System One

Service Desk Operations Center

System One Vienna, VA Contractor
Service Desk Operations Center

Location: Pensacola, FL

Pay Rate: Open to Both C2C and W2 options

Position Type: Multiyear Contract


Description:

We are a tier 1.5 inbound Service Desk. This means we do more troubleshooting and have a higher first call resolve percentage than most Call Center Help Desks. Basic knowledge and troubleshooting are required as listed below to be successful in this role.  

EXPECTED SKILLS:  
The following skills have a: 
• Required 3 years of experience
• Desired 5 years of experience

1. Virtual Workplace
When working virtually here are the expectations:
• You have a professional environment; not distracting, noisy, call center ready.
• Required to connect directly to a router/modem (No wifi).
• ISP provides stable connectivity (No mifi).

2. Customer Service
Understands standard call control techniques and soft skills that promote customer satisfaction while meeting production goals. Must speak fluent English.

3. ITSM Ticketing Tools
Client uses ServiceNow for catalog requests and incident management records. Ability to properly document and process different record types. 

4. Major Incident (Outages)
Able to quickly identify incidents impacting multiple people, services or members, and to report effectively on the conditions in an accurate manner.

5. Password Resets
Will be required to manage 10 different personal password accounts with different expirations and policy requirements used to reset customers passwords upon request. 

6. Active Directory
Active directory is Client’s primary authentication technology. Should have a good understanding of authentication, complex password policies and member groups. 

7. Knowledge Management
Our environment is fast paced and requires individuals who are self-sufficient in using available resources, like a knowledge base, to be successful. Must be capable of using effective search criteria, follow instructions listed in knowledge articles, compare multiple results with a limited need of assistance.

8. Desktop/Laptop Troubleshooting
This includes troubleshooting components like hardware (PC, monitor, phones, printers, etc.), client software (process ending, setting changes, uninstall/reinstall), and web browsers (clearing cache, policy updates, settings).

9. Remote Troubleshooting
The ability to remote into a workstation and take control to perform diagnostic and troubleshooting steps. 

10. Telework Troubleshooting
A combination of troubleshooting internet, teleworker equipment, VPN sessions and 2FA for a population of over 10k customers. Knowledgeable in troubleshooting basic network connectivity.

11. Mobile Devices
Client uses both iPhones and iPads that will require updates and authentication support. 

Key points: 
• Agents will be shipped Wyse terminal computers and two monitors. We do not issue Laptops 
• Will need two ports on the router to connect both the Wyse Terminal and Phone 

For immediate consideration, please apply directly or contact Ryan Pustilnik at
301.740.2110


Recommended Skills

  • Call Centers
  • Customer Satisfaction
  • English
  • Follow Instructions
  • Incident Management
  • Knowledge Base
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Job ID: 528e9e4f-09f

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