Service Desk Tier 1 Support Specialist
San Francisco, CA

Job Description

Job Description

We are seeking a motivated, career and customer oriented Service Desk Tier 1 Support Specialist to join our team to begin an exciting and challenging career with Unisys Federal Systems.

Job Description:

The Service Desk Tier 1 Support Specialist is responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

This position responds to end user or management support requests and needs, with the primary focus being customer service and the ability to help, regardless of whether the problem is technical, user error, or training. The Service Desk Tier 1 Support Specialist is also responsible for thoroughly documenting all relevant information to the support request ticket in the Help Desk Database. Responsibilities include escalating any network, personnel, and end user issues that may impact customer satisfaction or the achievement of contractual Service Level Agreements to the attention of the Help Desk Manager. The Service Desk Tier 1 Support Specialist is responsible for following all Help Desk Standard Operating Procedures that pertain to the particular client site they are supporting.

Responsibilities:

* Daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications.
* Responds to end user calls as a first line of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem in a timely, accurately, and professional manner.
* The Service Desk Tier 1 Support Specialist logs each call and strives to resolve the issues while the end user remains on the phone. If the call cannot be resolved within 15 minutes, the Service Desk Tier 1 Support Specialist is responsible for escalating the call to the attention of an

Engineer (Tier 2).

* The Service Desk Tier 1 Support Specialist should always Listen, Understand, Communicate, and then deliver support to the end user.
* Continuously informs the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.
* When instructed by IT or the Help Desk Manager, the Service Desk Tier 1 Support Specialist keeps end users informed of any major problems or scheduled down times as they call in for support.
* Test new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client Site Manager of User Support.
* Provides end users with detailed remote access knowledge, and documents complete trouble shooting information.

Requirements

Desired Skills:

* 3-4 years of experience as a Tier 1 service desk specialist
* Associate's Degree in Computer Science, Information Systems, Engineering, Business, or other related discipline
* Must have at least one certification or equivalent from the following list and maintain throughout the task order: CompTIA, ITIL, MCSA, MCP, MCSE, and HDI Desktop Support Technician Certificate).
* IT Help Desk support experience (application & hardware support)
* Public Trust eligible

About Unisys

Do you have what it takes to be mission critical?

Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. As a member of our diverse team, you'll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government's critical systems.

Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.

Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com.

Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.

#FED#

Req ID = 2019-6535