Tier I Service Desk Agents provide the first line of customer support for the contract, offering 24x7x365 assistance... experience. Experience in a federal or enterprise IT service desk environment preferred. Certifications: CompTIA...
Automated Commercial Environment (ACE) Account Service Desk (ASD) Tier II Agents provide specialized customer... or related field (preferred). Experience: Minimum 3 years of IT service desk or customer support experience. Prior...
Tier II Advanced Support Agents provide second-level technical support for the contract environment. They handle... escalated incidents and requests that cannot be resolved at Tier I, offering advanced troubleshooting across the customer’s IT...
, Operations Manager, or agency stakeholders when service restoration is delayed or impacts critical systems. Coordinate with Tier.... Experience: Minimum 2 years of IT service desk or call center experience. Prior exposure to incident management, escalation...
) years of IT service desk supervisory experience with specific experience managing: 24x7x365 Tier I/II customer service..., and Certification requirements. Employee responsibilities include: Oversee 24x7x365 TSD Tier I/II Operations that acts as the Initial...