Job Information
Stillwater Human Capital Service Desk Technician in Herndon, Virginia
Service Desk Technician Level II-IV
Location: Chantilly, VA
Stillwater is seeking a Service Desk Technician who will provide front-line support and act as the primary point of contact for a large government organization with diverse customers. Service Desk Technicians will provide the highest quality customer care with every interaction. This role requires effective customer service skills, emphasizing problem-solving and troubleshooting skills, contact handling procedures, incident management, communication skills, and an understanding of IT service management processes. They must be able to master the steps required to effectively manage and prioritize incidents, reduce escalations, and demonstrate the essential customer service skills required to improve overall customer satisfaction.
Position Responsibilities:
· Provides first-level support for inbound incidents and Service Requests
· Provide front-line phone and email support related to system and application issues
· High comfort level working with technology at a fast pace
· Ability to quickly route issues according to issue type and severity
· Good communication skills over the phone (polite, good listener, able to dissect customer descriptions into root problems to begin troubleshooting)
· The ability to multi-task, specifically focused on creating support tickets in a web-based CRM and troubleshooting while speaking to someone on the phone
Required Qualifications:
· Level II: 2+ years - Level IV: 5+ years of experience in Help Desk support and/or networking
. CompTIA Sec· Customer service and/or support experience working in a Help Desk, Service Desk, or Call Center environment is preferred
· Degree or equivalent work experience
· Experience working with Help Desk ticketing tools and knowledge base resources
Stillwater is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, or any other protected class. If you need assistance with the application process due to a disability, please contact us at 571-525-2482
Why Stillwater: Stillwater was ranked as the 14th BEST PLACE TO WORK - 2020 in Washington, DC Area–by the Washington Business Journal.