Job Description

Ready to Ignite your career and work alongside some of the most innovative and brightest professionals in innovative technology? Ignite IT is one of the fastest growing businesses in the GovCon space. Come work alongside some of the most innovative and brightest professionals in the industry and be part of a mission-driven organization. As a Senior Help Desk Agent, you will provide excellent customer service to our users in a large enterprise environment.

You Will:

• Respond to user trouble tickets based on established Service-Level Agreements (SLAs), including via phone, chat, or email.

• Perform daily user support activities for hardware and software issues related to IT work over the phone and in person. 

• Use common helpdesk software like ServiceNow, including ITSM modules, Virtual Agent, and ACD/IVR integration applications to track all aspects of trouble tickets, including histories and problem resolution information.

• Use Remote assistance tools to help troubleshoot and resolve user issues.

• Assist users with installation and configuration issues relating to supported software applications and standard hardware configurations as well as general network access. 

• Follow up with users to ensure issues have been satisfactorily resolved.

• Escalate issues to appropriate teams when necessary while documenting all incidents and requests in the ticketing system. 

• Direct the activities of other specialists and handle escalated trouble tickets, when required. 

Requirements

• 5+ years of relevant experience in customer service and technical support activities.

• 4+ years of technical experience in IT with microcomputers, DOS and Windows operating systems, office application suites (including word processors, spreadsheets, presentation applications, and databases), and client-server applications. 

• Knowledge of Customer Experience (CX) best practices and Knowledge-Centered Service (KCS) a plus. 

• Experience with ticket and call management systems (for example, Avaya Elite Multi-channel & Call Management System) preferred.

• Excellent communication skills. 

• Ability to work independently and as part of a team. 

• Strong problem-solving skills. 

• Applicants must have the ability to obtain and maintain a Government Security Clearance as required.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Ignite IT is an Equal Employment Opportunity/Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, Veteran status, sexual orientation, or other protected characteristic. In accordance with EO 13665 Final Rule, Ignite IT will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

US CITIZENSHIP REQUIRED - Applicants selected must be able to possess and maintain a government clearance as required for access to classified information.

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