Job Overview:
Pay Range: $27hr - $28hr
Requirement/Must Have: - Experience with ServiceNow or other ticket or case management software is a plus.
- Strong MS Windows, MS Outlook, and MS Office knowledge particularly in MS Excel and MS Word.
- Knowledge of basic accounting principles.
- Reliable and trustworthy.
- Ability to multi-task and set priorities.
- MS SharePoint knowledge is desirable.
- Ability to run SQL scripts or queries is a plus.
Responsibilities:
- Provide 1st Level Support for Help Desk and Security Incidents.
- Answer calls and e-mail messages as they come in to the Help Desk.
- Accurately document all issues and requests during the initial call.
- Analyze user issues and questions.
- Leverage system knowledge and use knowledge base resources to pinpoint resolution and answers for users.
- Establish and maintain a working knowledge of the system's navigation, procedures, and processing requirements.
- Support users in the use of the system including, but not limited to, navigation, access, and reports.
- Route issues and requests to appropriate second line of support if required.
- Coordinate schedule with Help Desk supervisor to ensure coverage during established business hours.
- Learn to use Help Desk core tools and software to assist users when needed.
- Obtain a base knowledge in the core products supported by the Help Desk.
- Participate in appropriate training, workgroups and agency meetings.
- Write non-technical correspondence and communicate in writing.
Nice to Have:
- Experience with ServiceNow.
- MS SharePoint knowledge.
- Ability to run SQL scripts or queries.
- Computer science related degree.
Skills:
- ServiceNow.
- MS Windows.
- MS Outlook.
- MS Office.
- MS Excel.
- MS Word.
- Accounting Principles.
- MS SharePoint.
- SQL.
- Technical Writing.
Qualification And Education:
- High School graduate with some college; computer science related degree is preferred.
- Strong verbal and written communication skills.
- Excellent communication and presentation skills.
- Ability to communicate effectively with stakeholders.
Benefits
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.