Service Desk Agent
Dallas, TX

Job Description

Bay State Computers, Inc. is a professional services firm and a leading provider of Information Technology (IT) services and products to the U.S. Federal Government and Industry. Bay State brings together experienced IT professionals and the latest state-of-the-art technology tools, practices, and products to support projects and task order requirements for our customers. For more information about Bay State visit our website, connect with us on LinkedIn, or follow us on Twitter.

We have an exciting opportunity for a Service Desk Agent to join our team. The Service Desk Agent is an entry level position providing first-level IT support for service requests and incident resolution. This position is in a 24 x 7/365 environment, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests. Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.

Key Responsibilities:

* Respond to customer calls \ emails for Service Requests and Incidents
* Coordinate crisis conference calls
* Contact on-calls and escalate as needed.
* Open service request and incident resolution scripts
* Complete basic support functions such as: password reset, opening incident tickets moving files.
* Respond to system alerts and escalate as required
* Perform tape library responsibilities including labeling, storing, changing tapes, and offsite preparation
* Record activities in the Operations turnover log and tracks all problems that occur during assigned shifts.

Required Experience/Skills:

* Strong customer focus with a desire to exceed in customer service.
* Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment
* Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills
* Problem-solving skills with an emphasis on resolution of complex technical problems
* Demonstrated ability to quickly understand complex systems
* Must be flexible in work schedule to provide 24x7 shift coverage, rotating between days, nights and weekends with occasional holidays
* Candidate must be a US citizen

Desired Experience/Skills:

* ITIL knowledge and/or foundation certification preferred but not required
* Intern or professional experience in a Call Center or Service Desk or Help Desk or NOC
* Experience with Remedy Ticket System preferred but not required
* Unix systems administration, ability to view and edit profiles, copy files, connect to remote systems, stop and restart Services - Preferred but not required

Education: Recent college graduate in Computer Science and/or Information Systems

Benefits: Full-time employees (permanent or contract employees who are employed for a term greater than 6 months) are eligible for benefits including time-off benefits, such as vacations and holidays, and insurance and other plan benefits.

Location: Dallas, TX

Bay State Computers, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.