Service Desk Specialist Level 2 With TS/SCI, Day Shift
Colorado Springs, CO, United States
Service Desk Specialist Level 2 with TS/SCI, Day Shift Job Locations
US-CO-Colorado Springs
Job ID 2023-5559
of Openings
1
Category Technical Services & Operations Opportunity
Position Description: Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Essential Job Functions: Provides first contact and incident resolution to customers with H/W, S/W and application problems includes both customer telephone support as well as electronically submitted requests Provides polite and customer friendly service support for problem resolution Attempts to resolve as many incidents as possible during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required Documents incident status and solutions in incident database tools Possesses current working knowledge of computers, printers, laptops, and common windows applications Works through various types of Tier II issues with telephone assist Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Qualifications
Shifts Available: Days: 6:00 am - 2:00 pm Clearance Required: TS/SCI prior to consideration Baseline Certification: Security+ or other technical certification to meet 8570 IAT II compliance required Education/Experience: High School Diploma + 3 years of relevant experience, Associate's Degree + 1 years of relevant experience, or Bachelor's Degree or higher + 0 years of experience. Must have prior Help Desk Hourly rate: $27-37.
About IMG
Founded in 1987, IMG is a leading small business that exemplifies competence, integrity and follow-through. We consistently provide customer focused professional services, which ensures our company is recognized for continually exceeding expectations. We believe that at the core of our success stand our people. Our people have provided professional services in the Information Technology field for our customers with a commitment to customer satisfaction for nearly 35 years.
Information Management Group, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin .