Service Desk-Tier1

Position Title: Service Desk-Tier1
Required Clearance: Secret

Company Overview:
Sky Solutions empowers enterprises to become digital-first by implementing innovative solutions that simplify critical and complex business processes. We solve the most complex business process challenges facing healthcare, financial services, and public sectors clients. Everything we do is about empowering people to do the extraordinary from our clients who are transforming the world to our team who are driving change through technology. It was true when Sky Solutions was founded in 2008, and it's just as true today.

Primary:
Interacts directly with the customer to carry out the activities of the Service Desk and specific applications. Responsible for daily operational requirements and activities for Level I support as assigned by the team leader. Applies knowledge of hardware and software troubleshooting, and content management applications to troubleshoot, research, and repair problems as identified by users. Provides input to reports generated by the team. Carefully documents all activities in third party Service Desk software.
Processes customer orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Provides technical support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.
Assists with and develops Service Desk policies and procedures. Maintains and/or develops Service Desk's Public Folders, inventories, FAQs, POC list, user lists, or other data collections related to the Service Desk representative responsibilities and job functionality.
Identifies and requests training to develop skills that would improve capabilities in achieving Service Desk mission and complete customer satisfaction.
Works under general supervision.
Supplemental:
Responds to and tracks tickets to ensure high quality customer service. Prioritizes tickets to maintain and optimize all available resources. Support team to ensure rapid response times and follow-up with customers. Ensures that all calls are responded to in a timely manner. Assist customers with problems and special requests as required by manager and team. Develops professional working relationships with customers and other team members to better understand business needs.
Coordinates and consults with customers, other contractors, and the Government representatives to meet project requirements. Advise management of potential risks that may have an impact on the customer base and operating environment.

Required Skills:
College degree preferred, either AS or BS.
Two (2) to three (3) years of experience in the IT field or a similar customer support role, with a strong preference for specific experience supporting large scale web-based applications.
Understanding of HTML, CSS and other web publishing tools and technologies.
Excellent communication skills both written and oral.
Secret clearance or the ability to immediately obtain a interim Secret clearance
CompTIA Security+; certified

Helpful Skills:
Any other professional and/or education certifications are a plus.
Experience with Content Management Systems is highly preferred.
Experience with Atlassian JIRA software is highly preferred.