Title: Call Center Technician (mid level)

Location: Washington, D.C.

Clearance: Public Trust

NetCentrics is a market leader in cybersecurity, enterprise IT, and telecommunications solutions and services. We serve the DoD, DHS, Federal Civilian Agencies, and Intelligence Community. We are a diverse group of intellectually curious people living by our core values while bonded by the shared mission to secure our nation - join us.

Responsibilities:

• Level 1 Call Center Support Analyst is the initial point of contact for all user requests and incidents (contact may come in the form of telephone calls and emails, and consists of requests for IT services and/or service incidents or issues.)
• Assist end-user community via phone, email, and chat communications
• Ability to troubleshoot and resolve incidents at first contact
• Incident Management; from detection and documenting to closure
• Create ticket in ServiceNow and maintain full ownership of ticket through its lifecycle
• Knowledge of the ITIL process
• Ensure that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests.
• Verify user contact and asset information, categorize ticket accurately, and populate ticket with full description of event
• Ensure tickets are properly prioritized
• Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested
• Enter all troubleshooting performed and, if applicable, the resolution
• Escalate tickets to the appropriate support group for resolution, if outside of Tier I's responsibility
• Create knowledge articles for technicians and for user community on known issues and resolutions

Requirements:

• Customer service experience required
• Active listening skills
• Critical thinker; must be analytical and have strong problem-solving abilities
• Must have a strong technical knowledge of PC and Desktop hardware
• Working knowledge of current operating systems and standards
• Clearance: FTC Public Trust
• Education: Bachelors in Engineering, Computer Science or other related field. 1.5 yrs. experience = 1 yr. of College (non-degreed = 6 yrs. of experience)
• Years of Experience: Bachelor's with 2-4 years of experience

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled