Serve as the first point of contact for customers seeking technical assistance
Identify issues, provide accurate information in IT ticketing system for each call
Respond to incoming calls and messages in a timely manner throughout shift
Follow all communication procedures, policies, and guidelines
Perform remote troubleshooting through diagnostic techniques and pertinent questions
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
Work with customer to resolve issues
Identify and escalate priority issues
Contribute to creation of support documentation
- Attend meetings and training, review training material to stay up-to-date on changes

Security+ certification
A+ certification
Windows 10 Desktop Support Technician (70-685), or Windows 10 Configuring (70-680), or Troubleshoot & Support Windows 10 in the Enterprise (MS-6293)
Secret Security Clearance
Desired Skills: • Good problem-solving, analytical, and team-working skills • Knowledge of DOD Information Assurance standards, policies and procedures • Knowledge of service desk software and remote-access systems • Knowledge of current MS Windows OS and MS Office versions • Knowledge of computer systems, printers, mobile devices and other tech products • Excellent communication skills, customer-oriented approach • An openness to learning new technologies • Proficiency in English
Desired Technical Experience: • Experience as a service desk technician or other technical customer support role • Usage and troubleshooting of computer systems, mobile devices and other tech products • Ability to diagnose and resolve basic computer/network/software issues • Usage of IT ticketing systems and various support software

EMW, Inc. jobs