Computer Specialist - Help Desk Center

VGS is seeking a Computer Specialist – Help Desk Center

General Duties:
• Receive tickets via ServiceNow ticketing system, prioritizing tasks and assignments

• Serve as the first point of contact for customers reporting technical issues.

• Utilize government furnished equipment (GFE) to support Incident, Problem and Request Management processes leveraging the ITIL service framework and best business practices. Technical support includes answering telephones, email, virtual support rooms, and walk-in service.

• Investigate and resolve technical issues within the designated Service Level Agreement (SLA) for Requests and Incidents, provide status, updates, and escalation of events, and document the troubleshooting and resolution tasks within the ticketing system.

• Use a ticket tracking system such as ServiceNow to access assigned tickets and close them.

• Perform computer troubleshooting and setup processes requiring multiple detailed processes and procedures.

• Multi-task 3-5 concurrent computer support activities with detailed processes.

• Recall from memory in a timely manner established computer support techniques.

• As needed, perform troubleshooting for computer break-fix processes and software upgrades.
• Document all troubleshooting and resolution steps within the customers ticketing system

• Provide advanced level troubleshooting for Windows computer systems
• Escalate incidents and problems as necessary
• Work with internal technology teams to provide complete solution to customer’s needs
• Duties assigned by leadership team

Requirements:
• 3+ Years troubleshooting Windows 7 and Windows 10 Operating Systems.
• Bomgar/SCCM Remote Tools/RDP experience for remote troubleshooting.
• Ability to lift/move/carry computer hardware to the required destination.
• Skilled with creating documentation and work instructions based on completed work.
• Must have at least one of the following COMPTIA Certs: A+, Network+, Security+, etc.
Additional Desirable Qualifications:

• ITIL Certification.

• ServiceNow experience

• MacOS troubleshooting and deployment experience

• Microsoft MCSA, CCNA or other related technical certifications.