| Job Information |
Job Summary
Receive and provide tier-1 support for incoming communications (calls, emails, voicemail, and web service request and incident records) and provide staffing resources to maintain adequate coverage for 24/7 operations. Monitor all ESD service request and incident records and ensure that all ESD tickets are addressed in accordance with USMC ITSM processes and procedures. Record announcements via the SvD telephony system message, to include general announcements regarding outages and/or service degradations. Monitor network status and availability, utilizing USMC tools, to remain informed on pending incidents to provide proactive support.
Responsibilities and Duties
- Assist users in the area(s) of password reset, desktop application support (Microsoft Office products, Internet Explorer, and Adobe), Windows operating system troubleshooting, and basic print and scanner support.
- Maintain accurate documentation of all transactions within the MCCOG SvD, using the USMC Incident Management (IM) tool, as well as related support team documented procedures, such as the MCCOG SvD Operations manual.
- Execute IM procedures to assist in the identification and resolution of Incidents, to eliminate potential disruptions to MCCOG SvD operations.
- Update the knowledge base of USMC applications, systems, or program interrelationships, to assist with resolution of tickets.
- Execute the USMC ITSM processes directly related to MCCOG SvD activities. Provide Tier I services, in accordance with the USMC policy, processes and procedures.
- Provide remote desktop support for user-facing services, as required. Publish outage notifications, as directed by MCCOG SvD Manager.
- Staff the MCCOG SvD to respond to customers’ requests to resolve tickets, ensuring technology support and TT resolution are achieved within specified guidelines and in accordance with Service Level Targets (SLT).
- Serve as a point of contact (POC) between the customer and the MCEN SvD for receiving Service Requests, and assist with troubleshooting of hardware and software.
- Log the Request/Incident into the trouble ticket system (BMC Remedy) and provide first line investigation, diagnosis, and response, to include resolution, if possible.
- Create Trouble Tickets and refer Incidents beyond Tier I capability in accordance with established call escalation processes.
Qualifications and Skills
- Three (3) years of customer service experience shall include two (2) years of IT ticketing system experience,
- Certified in accordance with DoD 8570.01-M Information Assurance Technician (IAT) Level II.
- High school Diploma or General Equivalency Diploma (GED)
Company Overview
OnesourcePCS is an Information Technology and Health Care company providing government services to the federal market place. Our capabilities include engineering and support services, Healthcare IT, and clinical and non-clinical services, management, system integration, IT support, and managed services.
Benefits and Perks
OnesourcePCS, LLC offers exceptional benefits, including competitive compensation, Medical/Dental/Vision, short and long-term disability, life insurance, paid vacation, paid holidays, a 401(k), and semi-monthly direct deposit.
|
