30 Sep
Hawaii,
Fortshafter
, 96826
Fortshafter
USA
Vacancy expired!
Essential Duties and Responsibilities The Service Desk Agent L1 (SDA-L1) will be responsible for supporting Tier 1 service desk support at an Army Enterprise Service Desk support center, which provides Army customers / users with a single point of contact for service requests, incident reporting, and inquiries related to IT services 24 hours per day, 7 days per week, and 365 days per year (24x7x365). As full time Level 1 Agents, SDA-L1 agents are call center-based and provide non-dispatched basic problem assistance for issue resolution delivered via telephone, e-mail, web form, or other online communication channel. SDA-L1 agents in this group will have basic skill sets to assist users in resolving issues, which could have otherwise been resolved by the user. This resolution may be accomplished using basic scripts describing the steps to resolve the basic issue. Primary Duties will include, but are not limited to: - Tier 0/1 Support of technical issues for local and remote users through various channels such as telephone, chat, email, and tickets submitted online.
- Ticket Routing and Support Escalation to appropriate Tier Level support as needed, with accompanying documentation
- Service Ticket Response to escalated tickets from end users, diagnosing, identifying, isolating, and resolving problems with hardware, software, network, and system/applications
- Phone, Email, & Chat Que Monitoring of service desk tickets to ensure efficient and timely response and resolution
- Provide "Commercial Off The Shelf" (COTS) software and application support for desktops, laptops, and mobile devices
Education / Certification Requirements include: - High School Degree or Equivalent + 2 years related experience, -OR-
- Associate Degree in Computer Networking / Engineering, -OR-
- 2 years of similar job specific field experience
Minimum IAT Level II (ex. Security+ CE, CySA+, CCNA-Security, SSCP, CND, GICSP, GSEC) Additional Requirements include: - with ability to obtain DoD Secret Clearance (Interim Secret acceptable to start)
- Must be able to pass Background Check and Drug Screening
- Ability to organize, prioritize and meet deadlines
- Strong critical thinking and problem-solving skills
- Able to take proactive measures to prevent problems rather than be reactive by nature
- Strong customer services skills
- Must be fully COVID-19 vaccinated prior to employment and provide proof of vaccination, or obtain approved exemption status before first day of work
Physical Requirements Work may involve sitting or standing for extended periods of time. Position may require typing and reading from a computer screen. Must have sufficient mobility, including but not limited to bending, reaching, and kneeling to complete daily duties in a timely and efficient manner. May include lifting weight up to thirty (30) pounds. GREAT COMPENSATION AND BENEFITS NO RELOCATION Location: Fort Shafter, Hawaii Travel: Travel is not anticipated in support of this position Clearance: Secret (Interim Secret is acceptable to start) Hours: TBD, Varies based on Program Schedule (3 Potential Shifts available); Full Time Position Mano Lani LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Positions functions and qualifications may vary depending on business needs. Mano Lani LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.
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