[Hiring] Tier 1 Service Desk Specialist @IQUASAR LLC

Role Description

iQuasar LLC has an exciting opportunity for a Tier 1 Service Desk Specialist to join our growing team. The Tier I Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Tier I Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk.

We are seeking a Tier 1 Service Desk Specialist for a contract position.

Position Type: Full-time-Remote

Role Specific Duties/ Role Responsibilities

• Ticket Creation and Handling:
  • Receive calls made to a single phone number, via email, self-service portal, live chat, or contacting on-site support personnel.
  • Future possibilities may include texting.
• Support-Incident Management:
  • Provide impact- and priority-based Incident categorization.
  • Track progress of all incidents and restore degraded or disrupted services as quickly as possible.
• Initial Telephone Call Handling:
  • Provide live telephone support during Normal Working Hours.
  • Accept Users' requests for service, record the request, and attempt resolution.
  • If the agent cannot resolve the issue, escalate the ticket to the appropriate personnel.
• Initial Email Handling:
  • Check for requests coming through email regularly and create tickets based on these requests as required by the appropriate SLAs.
• Critical Events Handling:
  • Establish means to accept these events and track them via ITSM tickets.
  • Manage resolution process in a manner that meets and/or exceeds applicable SLA.
  • Make information about these critical events available to all SD agents for real-time reference.
• Ticket Updates:
  • Update or ensure that all tickets are updated in a manner that meets the applicable SLAs.
• Ticket Closure:
  • No ticket can be closed without concurrence from the User that the ticket has been fully resolved.
  • Change the status of the ticket to "Resolved" when an issue is resolved.
  • Follow up periodically to verify the service meets client expectations; close when completed.
• Incident Handling and Management:
  • Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs.
  • Escalate and/or seek assistance if other support teams are not responsive.
  • Maintain the status of all open tickets in a manner that meets the SLAs and OLAs.
• Problem Handling and Management:
  • Continuously review Incident data to identify trends that may lead to discovery of a common cause of incoming incidents.
  • Create a Problem ticket and link all related Incident tickets to it when a common cause is determined.
  • Upon resolution of the Problem ticket, update all related Incident tickets.
• Request Fulfillment (Service Request) Management:
  • Receive requests from various sources including user or technician telephone calls, voicemails, emails, and walk-ins.
• Ticket Ownership:
  • Assume responsibility for Incident, Problem, and Service Request resolution regardless of the party performing the work.
  • Track the resolution and escalations as required by the SLAs.
• User Notification:
  • Notify Users about planned maintenance windows and outages via emails.
• Remote Desktop Management:
  • Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as BeyondTrust (Bomgar).
• Application Support:
  • Assist users with configuration, troubleshooting, and answering "how-to" questions related to usage of standard and other approved applications.
• Assistive Technology User Support:
  • Assist Users using assistive technology tools, such as Windows Ease of Use and Jaws.
• On-Line Collaboration Tool Support:
  • Support use and management of provided On-line collaboration solutions such as WebEx, Zoom, and Teams.
  • Assume responsibility for scheduling meetings, managing usage, and providing User support.
  • Provide limited how-to and scheduling assistance.

Qualifications

• High School Diploma or GED (required)
• Basic working knowledge of Microsoft 365 applications: Outlook, Word, Excel, Teams, OneDrive
• Windows 10/11 operating systems
• Active Directory user administration: Password resets, Account unlocks, Basic user account updates
• Common desktop hardware: Laptops, Desktops, Printers, Monitors, Mobile devices
• Network fundamentals: VPN connectivity, Wi-Fi troubleshooting, Basic TCP/IP concepts
• ServiceNow or equivalent ITSM ticketing system
• Strong verbal and written communication skills
• Ability to communicate technical information to non-technical users
• Ability to handle high call volumes professionally
• Experience documenting incidents and requests accurately
• Strong organizational and multitasking abilities
• Ability to work in a metric-driven environment
• Must be a US Citizen or a Legal Permanent Resident (Green Card status) for 3 years and be Federal Tax compliant.

Preferred Qualification

• One of the following:
  • CompTIA A+
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL 4 Foundation
  • Microsoft 365 Fundamentals (MS-900)

Company Description

iQuasar LLC is a proud partner of the Military Spouse Employment Partnership (MSEP) and the Virginia Values Veterans (V3) Program, reflecting our strong commitment to supporting military spouses, veterans, and inclusive hiring practices. We are an Equal Opportunity Employer and do not discriminate based on race, religion, color, national origin, political affiliation, sex, sexual orientation, gender identity, age, marital/parental/veteran status, disability, genetic information, membership in an employee organization, retaliation, military service, non-merit factors, or any other characteristics protected by applicable law.

This is a remote position.