Desk Top Support I
Desk Top Support I - San Antonio, TX
Desk Top Support I - San Antonio, TX (Job Number:301396) Description: The Health Solutions Business Unit currently has an opening for Desktop Support I position in San Antonio, TX. JOB DESCRIPTION: Responsible for providing first-level Military Health System Service Desk remote customer support services, which requires the ability to understand a broad range of Military Health System supported applications and have some technical expertise in the areas of hardware and software. Provides first-level support of inbound customer calls and incident tickets in a 24x7 call center environment. May be required to work alternative shift schedules including evenings, nights, weekends and Holidays. Provides accurate triage / assignment / escalation of reported incidents; promptly identifying and escalating high priority issues. Provides telephone support, using little or no hands-on access, for application, hardware and software problems to customers with little or no background in computer systems. Accurately identifies and documents incident troubleshooting and resolution. Provides a high level of professionalism and customer service. Communicates effectively, both orally and in writing. Performs a variety of complicated tasks with minimal supervision. Qualifications: REQUIRED EDUCATION/SKILLS: High School diploma or an Associate's degree (preferred) in a related area and 1 - 3 years of experience in the field or in a related area. 1 or more years of ACD based Service or Help Desk experience preferred. Must be familiar with IT related help desk and service desk methodology, concepts, practices and procedures. Have a functional and working knowledge of Windows XP, MS Outlook/Office, remote access and web based networking technology. First level networking certifications preferred (CompTIA A+, Network +, Security +, etc). HDI certification preferred. Familiarity with Information Technology Infrastructure Library (ITIL) with certification preferred. Able to work in a fast paced environment. SAIC Overview: