• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

Education and work experience:

• Bachelors degree required
• 4 years of related technical experience
   

Training and Certifications:

• DoD 8570 compliance or information assurance certification a plus. Applicable software or hardware certifications commensurate with the technical objectives a plus.