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Service Desk Specialist

2018-09-26 USD 100 1000000 Contract 2018-10-26
  • Profession:

    TPGS
  • Specialty:

    Help Desk
  • 321 Main St.

    City:

    Fort Bragg
TPGS
https://tpgsfed.com/wp-content/themes/tgps_theme/assets/images/logo.png
5810 Coral Ridge Drive, Suite 250 Coral Springs FL 33076 USA
customer support [+954-656-8600] HQ@tpgsfed.com
  • Status:

    Open
  • Term:

    Contract
  • Job Id:

    58673

Description

Title: Service Desk Specialist 

Location: Ft. Belvoir, VA
Job Description:

o Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

o Provides polite and friendly customer service
o Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
o Documents incident status and solutions in incident database tools.
o Possesses current working knowledge of computers, printers, laptops, and common windows applications
o Works through various types Tier II issues with telephone assist
o Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Skills and Tasks: 
  • Understands and applies more advanced concepts and processes to daily activities. Assists more senior level technicians, specialists, and managers in their activities. Can perform all tasks of lower level technicians or specialists.
  • Individual Work/Teamwork. Works individually and also actively participates on integrated teams.
  • Guidance: Requires minimal guidance and direction from more senior level technicians, specialists, and/or managers. Provides guidance to lower level technicians and specialists.
  • Training and Certifications: DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order. Applicable software or hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the task order.
  • Capabilities and additional Requirements: Apply Standard Characteristics of Labor Category Capability Levels.
Education and Experience:
  • HS/GED + 6 years
  • Associates Degree + 4 years
  • Bachelor's Degree + 2 years
  • Master's Degree + 0 years

Clearance must be current and active. We cannot sponsor new clearances for this role.

 

COMPENSATION/BENEFITS

Our benefits package includes:

  • Comprehensive Medical Benefits
  • Competitive Pay
  • 401(k) Retirement Plan
  • Training/Tuition
  • Paid Time Off (PTO)
  • Team Lunches
  • Leadership Incentives 


WHO WE ARE

TPGS is a mission-oriented defense contracting firm with extensive experience in the intelligence community as well as with federal agencies and the Department of Defense. TPGS provides expertise in information technology, intelligence, cyber security, training and instruction, software engineering/application development, management support and more. We understand and value the unique needs of our government clients and industry partners, as well as the importance of completing projects on time and we work hard to not only meet, but exceed expectations. Our world-class culture operates with an unparalleled sense of urgency and continuously encourages and promotes individual and team success. No matter the project, our capability can be summarized by our motto: Rapid Response. Proven Talent. Exceptional Service. 

TPGS is an equal opportunity employer.

 

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