Help Desk Technician
Tuknik Government Services

Durham, North Carolina

Posted in IT


This job has expired.

Job Info


Help Desk (Full time or Part time)

Position Overview:

Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

  • The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction/incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
  • The contractor documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
  • Additionally, the contractor dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
  • Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.
The contractor shall:
  • Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
  • Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems
  • Accept and process virtual call inquires for hardware and software,
  • Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
  • Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
  • Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
  • Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
  • Gather information and follow required diagnostic procedures.
  • Adhere to the Standard Operating Procedures (SOP).

Requirements

Education:
  • The candidate must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.
  • Candidates supporting this function shall have a minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.

Office Location and Travel: Durham, NC or Baltimore, MD

Working Environment & Conditions:

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.

About Our Company:

Tuknik Government Services (TGS) is 8(a) certified company providing leading edge information technology solutions and professional services to Government clients. Our approach is to provide experienced and talented teams that utilize industry best practices to support our clients in identifying and implementing "world class" solutions for their vital program requirements. TGS optimizes performance by using the latest in cutting edge technologies to build and deliver solutions. TGS helps clients meet their performance objective by delivering a vast array of services ranging from large and complex IT and business services to highly specialized work place systems. We focus on performance improvement as well as the processes, leadership and behavior dynamics that underpin the achievement that supports business success.

EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352


This job has expired.

More IT jobs


Z's Associates, Inc
Princeton, New Jersey
Posted 36 minutes ago

Z's Associates, Inc
Princeton, New Jersey
Posted 36 minutes ago

Z's Associates, Inc
Evanston, Illinois
Posted 36 minutes ago

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.