Service Desk Specialist

Inserso is seeking a Service Desk Specialist to join the team for a rewarding and challenging opportunity to provide Tier 1 support for our DOJ OJP customers in Washington DC. The Service Desk Specialist will be part of a team to provide centralized service to handle all IT-related queries and operational problems from users with operating systems, desktop applications, and web-based applications supported by OJP. We strive to have a high rate of first call resolution but also expect our team to follow escalation processes to route tickets to the appropriate support groups when required. We provide daytime support hours 7 days a week and everyone must have the ability to multitask in a fast-paced environment and possess the knowledge and expertise to resolve customer issues efficiently and accurately.

This position requires strong communication skills and an ongoing desire to acquire new skills to ensure technical competency to assist with mid-level technical questions such as local system setup, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

Responsibilities

• Answer phones or respond to email requests and create incidents using DOJ OJP's ITSM systems (ServiceNow) and maintain them through resolution.
• Provide prompt and courteous customer service.
• Update Asset Management records for users when required.
• Offer first line of support and provide information that may be found in a knowledge base and/or manuals.
• Identify, escalate (e.g., Tier 2 and Tier 3 escalation), and manage incident resolution; close incidents and service requests including those escalated to third parties and the IT Security Division.
• Cooperate and support colleagues and interact with other support groups.
• Follow the knowledge base and priority matrix for issue resolution.
• Analyze information and evaluate results to choose the best solution to solve issues.
• Resolve technical issues within the policies and standard operating procedures provided.
• Observe, receive, and otherwise obtain information from any relevant source.
• Perform remote diagnostics and troubleshoot client workstations and mobile devices.
• Troubleshoot and resolve incidents and problems.
• Respond to general inquiries and non-technical questions.
• Provide business application and website navigation assistance.
• Provide password recovery for all users on various systems.
  
  

Required Skills/Experience

• Must be a U.S. Citizen and successfully complete a DOJ OJP T2 Public Trust background check.
• High School Diploma or GED.
• 1 year of IT Support experience, preferably in a Help/Service Desk or Call Center environment.
• Experience using ServiceNow, Remedy or equivalent ITSM.
• Experience configuring/supporting Windows 10 or higher operating system.
• Experience configuring/supporting Microsoft Office 2019 & O365.
• Experience supporting at least one of the following: Adobe Acrobat, Adobe Acrobat Reader, Adobe Creative Cloud Suite, Microsoft Edge, or Google Chrome.
• Able to work in an environment that is open 7 days a week, including holidays.
  
  

Preferred Skills/Experience

• HDI certification.
• ITIL Foundation certification.
• Other relevant technical certifications (e.g., Microsoft, CompTIA, etc.).
• Experience supporting DOJ or other similar federal agencies.
  
  

Physical And/or Mental Qualifications

Effectively communicate with customers, stakeholders, and technical specialists.

EOE, including Disability/Vets.

Reasonable accommodation will be made for qualified individuals with a disability, where such accommodation will not impose an undue hardship during the application process and on the job.