Tier 1 Help Desk

TGS

Job ID 2390217

Help Desk

Tuknik Government Services, LLC (TGS) is 8(a) certified company providing leading edge enterprise IT solutions and professional services to Defense and Civilian government agencies, including DOD, FBI, Department of Interior, Department of Agriculture, and Defense Health Agency. TGS helps clients meet their performance objectives by delivering a vast array of services ranging from large and complex IT and business services to highly specialized work place systems. TGS delivers mission-enabling IT solutions, application development and support, network/security operation center (NOC/SOC) support, call center support, data center services, network management and modernization, enterprise solutions, operations management, professional services, CIO services, and telecommunications. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

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 job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 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 workload 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 ~~~ or by calling ~~~ to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit ~~~

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

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