Desktop Support Technician

Job description:
•    Provide Tier I and II support for a wide range of enterprise and agency IT service offerings.
•    Effectively and efficiently resolves incoming Tier I and II support tickets through preferred channels, and  escalates for support when necessary.
•    Use documented processes and procedures to assist during service outages (emergency and planned).
•    Provide outage status updates when prompted by users.
•    Ensure that all tickets opened related to the outage are appended to the parent ticket in the ticket management system.     
•    Effectively communicates situational data to peers and partners as defined by Clients.
•    Provide customer service skills; oral or typed communication to provide ticket status information to end users upon request by querying the ticket management system. 
•    Written communication to document issues and steps taken to resolve incidents. 
•    Share information and ideas, communicate constructively about issues, and help to build a culture of teamwork.
•    Answer customer questions related to clients policy and procedures.
•    Responds to accessibility accommodation requests in a timely manner, escalating to the Technology Accessibility Program (TAP) team, when needed.