Help Desk Support, Call Center Support Alexandria, Virginia Remote Type

Position: Help Desk Support, Call Center SupportLocation: Alexandria, VAWork Environment: On-site with potential for authorized teleworkClearance Required: SecretStatus: FundedInfo Gain Consulting is currently seeking an exceptional Help Desk Support Call Center Support specialist to join our team and provide invaluable support to the Department of Defense Office of Inspector General (DoD OIG) Information Technology Support Services contract.To be eligible for this position, candidates must have a Secret clearance and possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements.Job Duties and ResponsibilitiesProvide trouble call resolution in a knowledgeable, friendly, and professional mannerMeet DoD OIG established service level metrics for call response, technical support, and customer serviceInput trouble calls into the DoD OIG ticket tracking system and ensure all relevant information is gathered and documentedResolve trouble calls in person at the help desk, over phone, and through emailAnalyze and resolve trouble tickets utilizing tools such as remote desktopEscalate trouble tickets when required by service desk processes to either Tier II, Tier III, or appropriate team or individualProvide follow-up service to end users to ensure that service provided by the Help Desk has addressed their needs in a timely and efficient mannerAssign Trusted Agents responsible for issuing alternate tokens to Mark Center Headquarters personnel when requiredDocument call resolution and ensure all notes are maintained in the ticket tracking system and Knowledge Base articles are published when applicableMaintain existing and when required assist the Government with the creation of new Standard Operating Procedures (SOPs) in support of common Help Desk processes and activitiesPerform all tasks 24 hours a day, 7 days a week with the exception of federal holidaysProvide support for Unclassified Internet Protocol Router Network (NIPRNet) and Secret Internet Protocol Router Network (SIPRNet) during primary operation hours (0600 to 1800 Monday through Friday) and NIPRNet only outside of those hoursAnswer 90% of incoming calls within the first 30 seconds, except in instances of major outagesAttempt to resolve problems within the first 15 minutes, escalating tickets after 15 minutes of no resolutionRespond to voicemails left during regular business hours within one hourRespond to voicemails left after regular business hours within the first two hours of the next business day, except for urgent issuesMaintain a call abandonment rate of ten percent or lowerTravel may be required within the Continental United States (CONUS) and the National Capital Region (NCR)Required QualificationsMinimum 1 to 3 years of experience providing Tier I help desk or call center supportExperience with ticket tracking systems and documenting technical issuesExperience providing technical support for desktop operating systems, common Information Technology (IT) services, and applications on both classified and unclassified networksExperience resolving trouble calls via phone, email, and in-person supportExperience using remote desktop tools to troubleshoot and resolve technical problemsStrong customer service skills with the ability to communicate technical information to non-technical usersAssociate degree or equivalent in Information Technology, Computer Science, or related field, or equivalent combination of education and experienceDoD 8570.01-M Information Assurance (IA) computing environment certifications as approved by agency Information Assurance Workforce Improvement Program (IAWIP) coordinator (such as CompTIA A+, CompTIA Network+, or equivalent)Active Secret security clearance or ability to obtain oneUnited States Citizenship requiredPreferred QualificationsInformation Technology Infrastructure Library (ITIL) Foundation certification or higherExperience supporting DoD or federal government customersExperience with Microsoft Windows operating systems and Microsoft Office applicationsExperience working in a 24/7 support environmentFamiliarity with NIPRNet and SIPRNet environmentsExperience with Active Directory account managementCompTIA Security+ or similar security certificationBenefitsHealth (Preferred Provider Organization (PPO) & High Deductible Health Plan (HDHP)) Insurance, Dental, Vision, Short-Term Disability (STD) & Long-Term Disability (LTD), Basic Life Insurance, 401k Company Match, & Voluntary Products.Info Gain Consulting is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.#J-18808-Ljbffr Remote Skills: Call Centers, Communication Skills, CompTIA A+, CompTIA Network+, CompTIA Security+, Computer Certifications, Computer Science, Computer Systems, Consulting, Corporate Law, Customer Support/Service, Dental Insurance, Desktop PC, Documentation, Equal Employment Opportunity (EEO), Federal Government, Federal Laws and Regulations, Government, Health Plan, Help Desk, IP (Internet Protocol), ITIL (IT Infrastructure Library), Identify Issues, Information Technology & Information Systems, Information/Data Security (InfoSec), Knowledge Base, Life Insurance, Metrics, Microsoft Active Directory, Microsoft Office, Microsoft Windows Operating System, Network Protocols, Network Routers, Operating Systems, Organizational Skills, Preferred Provider Organization (PPO), Problem Solving Skills, Procedure Development, Secret Clearance, Security Clearance, Standard Operating Procedures (SOP), Standards Development, Technical Support, Time Management, Trouble Tickets, United States Citizen, United States Department of Defense (DoD) About the Company: Info Gain Consulting