JR Service Desk Support; AF

Position: JR Service Desk Support (AF)
* Answer phone calls, emails, or other communications received from users of financial and facility applications.

* Record a ticket in the call center database (currently HP Service Manager) for every communication received.

* Provide triage to determine if the issue can be resolved by the Tier 1 Technician: record results.

* If the incident needs to be escalated or are out of scope, note in the database the appropriate recipient, or note the determination of out of scope and why.

* Create knowledge articles accordingly.

* Process vendor request forms.

* Perform other staff augmentation work as needed.

JUNIOR LEVEL:
Staff member has 3 years of work experience or at least one year performing cited work, and is responsible for assisting the more senior positions and/or performing duties under the oversight of more senior positions. Applies fundamental concepts, processes, practices, and procedures on technical assignments. Performs work that requires practical experience and training. Work is performed under supervision.

TS Secret Clearance is required.