NANA Regional Corporation Tier I - Service Desk Support (DC) in Washington, District Of Columbia
Tier I - Service Desk Support (DC)
Tundra Federal an Akima Company, provides agile, innovated and trusted information technology solutions to the Federal Government and Federal Integrators. Our capabilities allow customers to implement and evolve IT infrastructures to achieve, maintain and advance functionality, efficiency, security, and compliance. Our personnel enjoy competitive benefits packages and challenging roles in work environments committed to innovation, diversity and opportunity for career growth. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our 14,300 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.
The individual will provide Tier 1 IT support services to the OPM user population of over 5,000. Services must be provided IAW customer-approved policies, procedures and Service Level agreements (SLAs).
Correct and accurate trouble ticket recording, tracking, and resolution
Addressing and resolving typical problems/queries, such as password issues, Hardware and software diagnoses, Network connectivity, and File searches
Fault management including the detection, isolation and correction of faults
Escalating tickets to other teams or groups as assistance as needed
Emphasized support for designated VIPs and international travelling staff
Adherence to SLA’s for password resolution, call answer rates, drop call rates, first call resolutions, total ticket resolution
Adherence to policy and procedure for ticket resolution
Provide customer feedback for all IT service problems, including confirmation of user satisfaction/closure
1 year Tier 1 help desk support experience preferred
Good working knowledge of MS Office (Outlook, Word, Excel)
Basic knowledge of PC hardware/software, Windows 10, and networking
Experience using a trouble ticketing system
Strong speaker and writer of English, sufficient to easily and effectively communicate with the OPM user community
Physically able to work in an office environment, but also, walk distances within buildings, sit, stoop, and carry packages/devices up to 20 pounds
Gaining and maintaining an OPM Public Trust clearance
In accordance with President Biden’s Executive Order 14042, you must be able to meet all health requirements, including but not limited to, current and future vaccination requirements to infectious diseases such as COVID-19. The Executive Order generally requires that all federal workers and federal contractor employees be fully vaccinated by December 8, 2021.
The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.
We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.
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Job: Information Technology
Primary Location: US-DC-Washington
Shift: Day Job
Req ID: TUN00265