Help Desk Level 1
Chicago, IL Chicago, IL Full-time Full-time $45,000 - $50,000 a year $45,000 - $50,000 a year 21 hours ago 21 hours ago 21 hours ago Job Description MUST RESIDE IN THE USA.
MUST BE A US CITIZEN OR CURRENT GREENCARD HOLDER WITH THREE YEARS PLUS IN THE USA.
Help desk level 1, Key Role:
Supports day-to-day remote technical Ticket Triage to identify diagnostic issues in enough detail to determine if they can be resolved or should be escalated.
Works without considerable direction.
Basic
Qualifications:
Provide Tier 0/1 Help Desk support during the facility's regular operating hours.
The Use the Service Now service desk software to Create computer tickets for all Help Desk calls or walk-ins.
Triage tickets (2,500
ticket reviews per month) in accordance with SOPs.
Review the information entered in the tickets and update as needed before routing to the assigned technicians.
Develop, update, and maintain Tier 0/1 SOPs as required.
As part of the JALFHCC employee checkout process, you will verify that a deactivation or transfer request for user account(s) has been entered into LEAF or Service Now, verify all Government Furnished Equipment (GFE) have been returned before signing clearance documentation and updating electronic check out process.
Continually enhance service desk efficiency by reviewing the current Tier 0/1 Self-Help capabilities within the helpdesk application and assessing incident tickets and user feedback to identify gaps or improvement areas.
? Routinely test the full range of Self-Help offerings under operational conditions to verify and validate automated procedure functionality and to reduce cumbersome steps with ineffective results to improve the customer experience and enhance KBA information.
? Routinely review trouble tickets for completeness to gather metrics and analyze recurring questions or issues.
Use these metrics to develop new, update, and maintain existing Tier 0/1 SOPs, FAQs, and KBA information.
Answer phone and email for customer issues and requests, then route to the correct queue.
Work with walk-in customers to understand and verify the issues and create and route SNOW tickets.
Assist the team in all aspects of support.
Nice If You Have:
Experience in the Federal Government, Veterans Affairs, or Healthcare IT sectors Technical Bachelor's degree related to Information Technology Vetting:
Applicants selected will be subject to a government investigation and may need to meet the eligibility requirements of the U.
S.
government client.
Job Type:
Full-time Pay:
$45,000.
00 - $50,000.
00 per year
Benefits:
401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance Experience level:
1 year Schedule:
8 hour shift
Experience:
Tier 1 support for IT products/systems:
1 year (Required) ServiceNow:
1 year (Required) Work Location:
In person MUST RESIDE IN THE USA.
MUST BE A US CITIZEN OR CURRENT GREENCARD HOLDER WITH THREE YEARS PLUS IN THE USA.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
MUST BE A US CITIZEN OR CURRENT GREENCARD HOLDER WITH THREE YEARS PLUS IN THE USA.
Help desk level 1, Key Role:
Supports day-to-day remote technical Ticket Triage to identify diagnostic issues in enough detail to determine if they can be resolved or should be escalated.
Works without considerable direction.
Basic
Qualifications:
Provide Tier 0/1 Help Desk support during the facility's regular operating hours.
The Use the Service Now service desk software to Create computer tickets for all Help Desk calls or walk-ins.
Triage tickets (2,500
ticket reviews per month) in accordance with SOPs.
Review the information entered in the tickets and update as needed before routing to the assigned technicians.
Develop, update, and maintain Tier 0/1 SOPs as required.
As part of the JALFHCC employee checkout process, you will verify that a deactivation or transfer request for user account(s) has been entered into LEAF or Service Now, verify all Government Furnished Equipment (GFE) have been returned before signing clearance documentation and updating electronic check out process.
Continually enhance service desk efficiency by reviewing the current Tier 0/1 Self-Help capabilities within the helpdesk application and assessing incident tickets and user feedback to identify gaps or improvement areas.
? Routinely test the full range of Self-Help offerings under operational conditions to verify and validate automated procedure functionality and to reduce cumbersome steps with ineffective results to improve the customer experience and enhance KBA information.
? Routinely review trouble tickets for completeness to gather metrics and analyze recurring questions or issues.
Use these metrics to develop new, update, and maintain existing Tier 0/1 SOPs, FAQs, and KBA information.
Answer phone and email for customer issues and requests, then route to the correct queue.
Work with walk-in customers to understand and verify the issues and create and route SNOW tickets.
Assist the team in all aspects of support.
Nice If You Have:
Experience in the Federal Government, Veterans Affairs, or Healthcare IT sectors Technical Bachelor's degree related to Information Technology Vetting:
Applicants selected will be subject to a government investigation and may need to meet the eligibility requirements of the U.
S.
government client.
Job Type:
Full-time Pay:
$45,000.
00 - $50,000.
00 per year
Benefits:
401(k) Dental insurance Employee discount Health insurance Paid time off Vision insurance Experience level:
1 year Schedule:
8 hour shift
Experience:
Tier 1 support for IT products/systems:
1 year (Required) ServiceNow:
1 year (Required) Work Location:
In person MUST RESIDE IN THE USA.
MUST BE A US CITIZEN OR CURRENT GREENCARD HOLDER WITH THREE YEARS PLUS IN THE USA.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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