Job Description: Call Center Technician –L1
Clearance Requirement: Top Secret (MUST HAVE CURRENT ACTIVE CLERANCE TO BE CONSIDERED)
Employment Status: Full Time - Support requirements are 24x7x365 and Holiday/evening/weekend shift availability is required
Travel Required: No
Location: Denton, TX or Bluemont , VA
Telework could be authorized after completion of training (6-8 weeks)
Remote ( 3-4 days/week)
Provide Tier 1 phone technical support to users in areas which include e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
Receive and respond to helpdesk calls relating to:
Email and network accounts, permission and access, password resets, and PIVs
Conferencing and instant messaging support
Mobile device support
Remote desktop support
Telephone, voice service, VOIP support
Email and telephone directory updates
Network connectivity and remote access issues
Network printing issues
IT security issues and virus protection
Software patches, updates, upgrades
Data backup and recovery
Incidents that are not resolvable at first contact are forwarded to L2 or appropriate functional group for resolution.
Document the actions taken in the Agency’s incident tracking system and give customers guidance to prevent reoccurrences of the problems within FEMA's fixed facilities and disaster support centers
Minimum Experience, Education and Certification:
Applies fundamental concepts, processes, practices, and procedures on technical assignments. Perform work that requires practical experience and training. Work is performed under supervision.
One (1) year of experience in customer support providing technical help desk, service desk, or call center support services
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