Tier 1 Help Desk Technician

Summary

SteerBridge Strategies is a modern technology company delivering innovative, mission‑focused solutions to the U.S. Government and private sector. They are seeking a Tier 1 Help Desk Technician to assist in operating an environment where all incidents, problems, requests, and service requests for end-users are received, monitored, tracked, and worked to resolution.

Responsibilities

• Handle incoming contacts via electronic media such as: Telephone (via toll-free access numbers), Electronic mail, SMS/text messaging, Web-Chat submissions, Self-service web portal
• Act as the single interface and Single Point of Contact (SPOC) for all communications with and between end-users and resolver groups regarding all incidents and tickets
• Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups
• Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions
• Provide timely response to all tickets based on priority and impact
• Communicate status of incidents to end-users as status changes
• Transfer the incident to the appropriate work queue as required
• Immediately perform a warm transfer to the appropriate application resolver group for applications issues
• Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR’s based on priority
• Communicate status of SRs to end-users as status changes
• Transfer the SR to the appropriate resolver group as required
• Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs
• Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures

Skills

• Must be a US Citizen
• Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable
• Must be a resident of Kentucky, Louisianna, or Texas
• Must be to work from local GDIT office as required
• Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a federal background check)
• Must possess multi-channel skill sets: phone, email, text, and chat
• Demonstrated experience in providing accurate information to customers, enabling a high first call resolution rate
• Must be skilled in providing courteous, customer-friendly, high-quality service
• 1+ year Help Desk work experience
• Experience with ServiceNow ticketing system
• Previous experience working on civilian federal government agency contract(s)

Qualifications

Must Haves

• Must be a US Citizen
• Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable
• Must be a resident of Kentucky, Louisianna, or Texas
• Must be to work from local GDIT office as required
• Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a federal background check)
• Must possess multi-channel skill sets: phone, email, text, and chat
• Demonstrated experience in providing accurate information to customers, enabling a high first call resolution rate
• Must be skilled in providing courteous, customer-friendly, high-quality service

Nice to Haves

• 1+ year Help Desk work experience
• Experience with ServiceNow ticketing system
• Previous experience working on civilian federal government agency contract(s)

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life Insurance
• 401(k) Retirement Plan with matching
• Paid Time Off
• Paid Federal Holidays