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Reference # : 19-230326 Title : IT Service Desk
Location : Hanover, MD
Experience Level : Start Date : 06/11/2019  
Description
ROLE: IT Service Desk
Hanover or Ft. Meade, MD
Citizens only
Secret Clearance Required
6+ months

EDUCATION:
Secret clearance
IT/Customer service experience (good people skills)
CompTia Security+ CE
Experience with Remedy preferred

REQUIRED SKILLS:
Provides technical support as required in data management, document control, computer support, project control, and other related areas
Tier 1 service encompasses receiving phone calls, emails, chat, instant messaging, texts
Documenting and triaging the request; solving or escalating the request
Tracking request status and providing routine progress updates to the customer; and following up with the customer on the resolution of ticket for completeness/quality and satisfaction.
Familiarity with Remedy

Update:
Windows 10; Support service management processes such as change, problem, and incident management; Tier 1 and Tier 2 service encompasses receiving phone calls, emails, chat, instant messaging, texts, and some minor IT trouble shooting that can be done over the phone (VPN, etc.). Documenting and triaging the request; solving or escalating the request tracking request status and providing routine progress updates to the customer; and following up with the customer on the resolution of ticket.