Job Title: SME

Job Type: Full Time

Job Location: Quantico, VA

Job Description:

Provide IT support to all customers in a solution center setting. • Provide the necessary information in the ticket in the event the ticket is passed to another solver group. • Triage and troubleshoot tickets submitted. • Change and reset passwords on FBI information systems. • Provide desktop software application assistance. • Resolve trouble tickets while interacting with the user, First Call Resolution or escalate to other support entities. • Provide customers with status of the ticket and serve as primary support. • Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extent possible. • Inform customers of their IT options and the associated benefits and limitations. • Provide expert technical support to customers having varying levels of computing skills. • Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities; and assigning to appropriate solver groups. • Provide information and direction to users on how to gain access to IT services. • Receive walk-in customer IT queries, documenting as much detail of issues as possible. • Troubleshoot and triage interaction and incident tickets, and documenting all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level support. • Enter and manage Service Manager (SM) tickets. • Identify incident trends and escalate identified problems to supervisory personnel. • Desire to work with customers in person on a daily basis. EXPERIENCE/EDUCATION Required: • Outstanding communication skills, ability to communicate with customers regarding technical topics. • Experience and demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers. • Experience troubleshooting and resolving issues with mobile phones, laptops, tablets • Experience completing password resets, familiar with multi-factor authentication • IT Certifications applicable to desktop and mobile computer support Preferred: - Bachelor’s degree in discipline preferred with two years of experience or seven years equivalent experience TS clearance required.

Job Type: Full-time

Schedule:

• Monday to Friday
• Weekend availability

Work Location: On the road

Speak with the employer
+91 8584350821

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