Join our dynamic team at Abacus Solutions Group and take the first step in your IT career as a Service Desk Technician Level 1! We offer a flexible, hybrid remote work arrangement, a competitive compensation package, and a collaborative environment that fosters growth and development. As a Service Desk Technician Level 1, you will play a vital role in delivering exceptional customer service and technical support to our clients.
At Abacus Solutions Group, we're built on our shared core values of being difference-makers, passionate about serving, working hard with integrity, and doing the right thing. We're committed to hiring, reviewing, rewarding, and recognizing our teammates based on these characteristics, so it's essential that you share these values to be part of our team.
Job Details
Job Type: Full-time
Location: Fully remote (due to contractual obligations, we are unable to hire candidates residing in certain geographic areas)
Responsibilities
- Respond to and resolve customer requests related to software, hardware, and network operations difficulties, providing fast, efficient, and friendly customer service
- Assist with managing escalated customer issues and creating updates to process and procedure documentation as required
- Resolve problems with or without remote tools, consistently achieving First Contact Resolution performance metrics
- Accurately document calls and cases, keeping customers informed of resolution steps and providing problem reference numbers and request numbers
- Manage time and workload to meet predetermined service levels, working within customer time restraints
Requirements
- DoD Approved 8570.01 Level I certification (such as CompTIA A+) - we may provide assistance in training to obtain the certification
- Excellent use of the English language, both verbal and written
- Excellent customer service skills and the ability to be a quick learner
- Technical support background and/or education preferred, but not required (we provide training for this position)
Security Clearance / Background Check
- Must be a US Citizen
- Department of Defense Secret Security Clearance or be able to acquire one (we can sponsor you)
- Must be able to pass standard background check and drug screening
Hours
This is a 24/7/365 operation; candidates must be willing to work rotating shifts
Abacus Solutions Group is an equal opportunities employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
Your Future Starts Here
Don't miss out on this exciting opportunity to launch your career as a Service Desk Technician Level 1. Apply now and take the first step towards a rewarding and challenging career in IT!
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