Helpdesk Technician

Helpdesk Technician

21 Jun 2024
Oklahoma, Oklahoma city, 73101 Oklahoma city USA

Helpdesk Technician

Job Description:The Service Desk Analyst provides support for basic technology-related incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of basic IT incidents and requests regarding the use of application software products and/or infrastructure components, including desktops, mobile devices and related peripherals. The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging, in a timely manner, other service resources or escalate to the proper IT team.Essential Responsibilities:Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position. Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. Uses the appropriate CTI categories for logging incidents and requests. Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude. Ensures the end-to-end customer experience and provides a single point-of-contact for the customer. Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases. Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact. Provides after hours and on-call support as needed. Maintains and protects confidentiality with regard to all aspects of patient care and employee information.Additional Skills & QualificationsEpic support a HUGE Plus, Service Now a plusKnowledge, Skills and Abilities: Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology. Demonstrated ability to learn customer support processes and techniques. Strong analytical skills. Ability to solve problems. Competency in MS Office Suite and ticketing systems , Service Now is a plus Prior experience supporting customers in use of application software. Proficiency in using support software tools. Customer service orientation and/or prior customer service training.Employee Value Proposition (EVP)Work Environment Will be working Monday-Friday. Shift will be between 6am-6pm.About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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Applies experience and detailed technical knowledge of the electronics and electrical discipline at the full performance level as well as applicable procedures and policies. Performs routine assignments independently, receiving little or no technical guidance. Supervisor furnishes general instructions on the scope of work, time limitations, and priorities. Technical manuals, manufacturers’ instructions, FAA procedures, and other publications provide guidance for most assignments. Some judgment is required in selecting the most appropriate approach. Receives instruction in engineering, mechanical, electrical, or electronics fundamentals, Federal Aviation Regulations, and shop practices from higher grade technician, engineer, or supervisor. Work is reviewed to an extent consistent with the complexity of the assignment. Works with increased independence, but refers more complex technical problems and questions to a more senior technician, team lead, or supervisor. Supervisors, team leaders, or more experienced technicians define objectives, resources, and deadlines. Established manuals procedures and publications provide detailed guidance for almost all assignments. Work is reviewed carefully and frequently at completion for quality and timeliness. Applies electrical, mechanical, and structural knowledge to interpret building plans, engineering drawings, electrical schematics and electrical maintenance and repair manuals to lay out the routing, placement, type, size, gauge, balances, load, continuity and safe operation of electrical lines, circuits, systems, equipment and controls. Receive general assignments from supervisor to include provide technical expertise, process improvements, bench-stock assistance, program redesigns, service order reviews, statements of work reviews, project estimates, part research, part ordering, and to provide/ conduct training for junior technicians. Travel: Travels occasionally (TDY to CONUS locations) while providing services in the field in support of various programs and agreement requirements. These on-site services include but are not limited to facility installations, site inspections, facility removal and replacement, and system level analysis. Follows established safety and security practices in accordance with Agency and AJW-L policies and regulations. Reports security violations to the appropriate lead, manager, or security officials. Requirements Conditions of Employment We are not accepting applications from noncitizens. Qualifications To qualify for this position at the FV-G (FG/GS 10-11) level, you must demonstrate in your application that you possess at least one year of specialized experience equivalent to the FV-F (FG/GS 9 and below) level. Specialized experience is experience that has equipped you with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. SPECIALIZED EXPERIENCE may include but is not limited to: Experience with small unmanned aerial systems (SUAS) repair and troubleshooting. You must be able to perform efficiently the essential functions of the position without hazard to yourself or others. Selectee must pass a pre-employment physical prior to appointment. Applicants should include examples of specialized experience in their work history. Qualifications must be met by the closing date of the announcement. Education See Qualifications Required. Information Regarding KSA’s: As a part of the Federal-Wide Hiring Reform Initiative (streamlining the hiring process), the FAA is committed to eliminating the use of the Knowledge, Skills and Ability (KSA) narratives from the initial application in the hiring process for all announcements. Therefore, as an applicant for this announcement, you are NOT required to provide a narrative response in the text box listed below each KSA. In lieu of providing a KSA narrative response in the text box listed below each KSA, in your work history, please include information that provides specific examples of how you meet the response level or answer you chose for each KSA. Your work history examples should be specific and clearly reflect the highest level of ability. Your KSA answers will be evaluated further to validate whether the level that you selected is appropriate based on the work history and experience you provided. Your answers may be adjusted by a Human Resource Specialist as appropriate. Eligible applicants meeting the minimum qualification requirements and Selective Factor(s), if applicable, may be further evaluated on the Quality Ranking Factor (QRF), if applicable, and the KSA’s listed in the announcement. Based on this evaluation, applicants will be placed in one of the following categories: score order, category grouping, or alphabetical and referred to the selecting official for consideration. Additional Information We may use this vacancy to fill other similar vacant positions. Position may be subject to a background investigation. A one-year probationary period may be required. The person selected for this position may be required to file a financial disclosure statement within 30 days of entry on duty. FAA policy limits certain outside employment and financial investments in aviation-related companies. www.faa.gov/jobs/workinghere/financial-disclosure-requirements The U.S. Department of Transportation strives to ensure that equity, transparency, accountability, collaboration, and communication permeate all that we do for the betterment of the Department, the traveling public, and our nation. As such, DOT values a highly diverse workforce of persons who promote a culture of belonging by respecting the personal dignity and worth of each individual and fostering a positive environment where all feel safe and welcome. If these commitments coincide with your personal ideals and professional aspirations, please consider joining the DOT family. NOTES: 1. Applicants must apply on-line to receive consideration for this vacancy announcement. Faxed, mailed or emailed applications cannot be accepted. 2. Some, none or all applicants may be interviewed. 3. Please ensure you answer all questions and follow all instructions carefully. Applicant may be asked to verify information on their application for employment with the FAA. Errors or omissions may impact your rating or may result in you not being considered for the job. 4. Position is covered by the FAA Core Compensation plan. Additional information about core compensation is available on the following website: Pay & Benefits | Federal Aviation Administration (faa.gov). 5. Additional information regarding living in Oklahoma can be found at www.abetterlifeokc.com. 6. Please upload supporting documents into USAJOBS or 9-AMC-AHF-S210@faa.gov and reference the announcement number. To confirm receipt of documents, please contact Amy Akpiri at 405-954-4825 or email amy.o.akpiri@faa.gov. 7. This position requires involvement with Customs and Border Protection Law Enforcement systems that require a successfully completed high-risk security level clearance. 8. This position has physical requirements. A Pre-employment physical is required. You must be able to perform efficiently the essential functions of the position without hazard to yourself or others. Selectee must pass a pre-employment physical prior to appointment. This is a bargaining unit position. This position is represented by AFGE 2282: Aero Center Consolidated. Links to Important Information: Locality Pay , COLA

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