Position Summary:
Responsible for oversight of collection of incident information through VIP and customer conversation and self-service tools. Under general supervision, assists VIP’s and users with government client issued proprietary databases, software, software configuration control and systems. Functions as a mid-level subject matter expert in legacy customized client systems. Prioritizes and tracks VIP incidents and requests from identification through resolution ensuring a quality and timely end-to-end customer experience. Conducts initial assessment, triage, research and resolution for VIP incidents and requests regarding the use of application software products and/or infrastructure components. Communicates effectively and promptly on progress and status. Engages other appropriate resources to resolve VIP incidents by coordination, as necessary. Executes against established Service Level Agreements (SLAs). Documents resolutions and updates self-help and staff knowledge bases. Works with management and other Tier 1 Help Desk staff to identify recurring issues for VIP’s and to develop ideas for enhancing the quality and timeliness of VIP support.
Job Duties and Responsibilities:
This role is for an IT specialist in support of Tier 1 operations for a large, complex government enterprise environment. The overall objective of the work is to perform first contact resolution of VIP Help Desk calls that relate to computer use typical of desk-based and remote operations environments. Primary focus is on creation of properly documented tickets for VIP issues received to include timely, accurate and detailed communication until resolution. Secondary focus is on assisting non-VIP customers by utilizing technical knowledge for Windows 7/10 OS platforms and the ability to triage and remedy issues on a first call resolution . In addition, there is the need to