Description
Description
The FDIC CDR desk, currently has an opening for the position of IT Service Desk Technical Support Specialist II (Service Desk Agent II). Our Service Desk is the single point of contact for all Information Technology issues and requests from FDIC CDR employees and contractors, supporting users at every skill level and background via telephone, email, and direct ticket submission. We operate on a Monday through Friday schedule 9am to 8pm eastern. With Saturdays when the 30th falls on a Saturday or Sunday.
The position is open to fully remote within the US
RESPONSIBILITIES:
- Handle incoming calls, voicemails, emails, and faxes to aid customers with resolutions of reported issues in a timely manner.
- Monitor email for tickets, and important team communication.
- Document work in a ticketing system with clear and concise notes.
- Work with escalation teams to resolve issues you are unable to fix on your own and document process improvements for future resolutions.
- Support co-workers in resolving issues where work requires persons with different levels of access for resolve of a customer issue.
Qualifications
Required Education and Experience: AA Degree in related discipline and minimum one (1) year of experience with technical support in a call center environment; Or, High School and up to two (2) years of related experience.
Required Qualifications and Skills:
- Proven hardware/software troubleshooting experience with ability to think and troubleshoot logically and act decisively in critical situations
- Proven experience providing effective and professional communication, addressing moderately complex technical issues, ideas, and results via telephone, email, and chat
- Demonstrated commitment and ability to provide excellent customer service and ability to collaborate effectively and get along with teammate
- Interpersonal skills with excellent written and oral communications, including ability to document work performed clearly and accurately in electronic ticketing system
- Teleworking capability required (must have home work space, high-speed Internet).
Desired Skills:
- Microsoft Active Directory and DFS experience, Powershell
- Microsoft Exchange Server-based email using Outlook, Office 365 administration
- Technical certifications such as A+, N+, MCP, MCSE, CCNA
- Technical writing
- Knowledge of help desk software and tools
CLEARANCE: US citizen with the ability to obtain a FDIC Public Trust clearance
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