Title: Junior Tier 1 Technician

Location: OnSite (Washington, D.C.)

Clearance: Ability to Obtain Public Trust

Position Level: Junior

Number of Positions: 1

NetCentrics is seeking an agile, fluid & vibrant Junior Tier 1 Technician to support NetCentrics Customer...The Federal Trade Commission (FTC). FTC's mission is to support Fair Trade and Protect Consumers. Highly motivated individuals that are looking to build upon their existing skills as a Medical Technician.

Primary 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
• Create ticket in ServiceNow and maintain full ownership of ticket through its lifecycle
• 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

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 0 - 2 years of experience

Preferred Qualifications

• Familiarity with Service Now or other similar ticketing systems

All candidates who are given offers must successfully pass a background investigation including criminal history & reference checks. 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 (or perception thereof).

Equal Opportunity Employer/Veterans/Disabled