Base pay range $15.00/hr - $20.00/hrSpecific Responsibilities Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in personAssist customers, troubleshoot problems, and coordinate technical support.Record events and problems and their resolution in logsFollow-up and update customer status and informationLog and route service requests and incidents in an incident management system.Maintain service level agreements related to Desk Side support Service/Incident requestsDirect unresolved issues to the next level of support team memberEstablish phone bridge with next level of support and customer leads per SOP'sReceive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the systemRequirements Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be consideredActive Secret clearance is required.Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer's discretion. This includes being on-site during the transition period. Must be based around Colorado Springs, CO.0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.0-3 or more years of experience utilizing any Incident Management Ticketing System such as Remedy v20.02 or ServiceNowSeniority level Entry levelEmployment type Full-timeJob function Information TechnologyIndustries Staffing and Recruiting#J-18808-Ljbffr