AMVETS Jobs

**[Business Operational Concepts (BOC)[ is a recognized leader in providingTechnical and Program Management Services, Information Technology, and Support. [BOC has enabled their Government and Commercial clients to achieve their organizational initiatives through the application of high quality, innovative, and cost-effective professional services and solutions. We provide a positive working environment, with opportunities for advancement in our growing Federal sector workforce. [We offer an excellent compensation package which includes a generous salary, insurance (medical, dental, etc.), paid leave, 401k plan and more.We arecommitted to the diversity we bring to the marketplace and believe customer satisfaction comes first.

[JOB SUMMARY: [Business Operational Concepts (BOC) is currently seeking a *Tier I Service Desk Analyst to work with our government client. The ideal candidate will provide first-level troubleshooting support and problem resolution to the client end-user community. **[To be considered, applicants must be located in one of the states that Business Operational Concepts, LLC currently does business: DC, MD, VA, GA, PA, OH, CO.

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• Provide telephone and email support to the client end-user community.
• Handle issues such as problems, errors, training, general questions, and general use.
• Provide first-level troubleshooting support, problem resolution and walk the user through a series of steps to determine the nature of the problem.
• Responsible for creating, tracking, and resolving Remedy tickets; ensure problem ownership and promote end-user satisfaction.
• Interface with and create tickets for customers
• Maintain work logs in a clear and professional manner
• Manage customer relationships from reported incident through resolution.
• Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
• Assist in developing and implementing permanent resolutions to reoccurring problems
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, iPhone, VPN, 2 Factor Authentication and all client owned COTS and GOTS products.
• Troubleshoot and resolve user incidents and requests dealing with client owned hardware and peripherals.
• Assist in the asset management process
• Create and/or revise Standard Operating Procedures (SOP).
• Adhere to all client policies and procedures.
• Assist with evaluating/testing/recommending new technologies for the agency.

[QUALIFICATIONS: [Required (Minimum) Qualifications - Education, Certification, Experience, and Skills]{cambria",serif"=""}]{cambria",serif"=""}

1+ year(s) experience in customer service or working within a Helpdesk environment

Must have general knowledge of PC Hardware, networking, and a good working knowledge of Windows 10 and MS Office, especially, Word, Excel, Outlook.

Must have general knowledge of ticket tracking software (e.g. Remedy, ServiceNow)