Description:
• Handle calls from a wide array of individuals from students to VIPs.
• Answer, validate and triage incoming phone-in Incidents and Requests
• Process, validate and triage email submitted Incidents and Request.
• Review and validate ticket information.
• Routing and escalating tickets to appropriate support teams.
• Identifying and performing First Contact Resolution tickets.
• Providing technical information/assistance on configuration, setup, maintenance and initial troubleshooting of standard computer systems, hardware and software
• Provide best-effort support for technical information/assistance on non-standard computer systems, hardware and software
• Configuration, setup, maintenance and troubleshooting for Clients computer systems, hardware, and software.
• Capabilities in Windows environment and Office 365 with a combination of Laptops, Desktop, and Mobile Devices.
Requirements:
• Security+ CE Certification (IAT Level II)
• Active Secret Clearance
