Help Desk Support Technician

Overview

DecisionPoint Corporation is seeking a Help Desk Support Technician to join our team! The Help Desk Support Technician will work in a Call Center environment, providing detailed call / problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination / escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions.

This position is onsite in Baltimore, MD.

Duties & Responsibilities

Essential Functions, Responsibilities & Duties may include, but are not limited to :

• The Initial Call Intake function, normally performed by the Customer Service Representative (CSR), provides detailed interaction / incident documentation of reported problems utilizing the incident management system. Documentation in the incident management system is required for both real-time voice and virtual reported problems.
• Documents and provides problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
• Dispatches all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
• Customer Service Representatives also utilize operational communications systems within the Service Center to communicate real-time events to management and customers as required.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing "how to" assistance for specific problems
• Accept and process virtual call inquires for hardware and software,
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
• Gather information and follow required diagnostic procedures.
• Adhere to the Standard Operating Procedures (SOP).

Qualifications

Desired skills :

This role offers a competitive hourly rate in the range of $19.00 to $21.00 per hour, based on skills and relevant experience.

DecisionPoint provides a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Short-Term Disability, Long-Term Disability, 401(k) Match, Health Savings Account, Flexible Spending Account, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.

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