Parsons Corporation Helpdesk Tech, Associate (International Assignment) in Centreville, Virginia
Minimum Clearance Required to Start:
You are a 'Make It Happen' person
Your sense of accountability makes you a person who businesses compete for. You take ownership of your work as a matter of personal integrity. If it's not your best, you make the necessary changes. Our organization appreciates the timeliness with which you get things done as well as the solid end product you deliver. You're someone we can count on. Let's talk!
We will be open to your ideas
If you have suggestions that you think would be helpful and could improve your work experience, we're open to hearing them. Many of the most practical and creative improvements have come from people who are the most closely involved day-to-day in the task. We appreciate our diverse staff for the skills and unique perspectives they contribute to decisions. In our inclusive environment, everyone's voice is heard, everyone is welcomed and respected, and everyone enjoys opportunities for advancement.
Operate the customer support help and work order desk supporting the Incident Management and Request Fulfillment processes. Focal point for reporting all incidents (disruptions or potential disruptions in service availability or quality) and user POC for Service Requests (routine requests for services). Facilitate problem resolution by monitoring and reviewing tickets, gathering information on outages, and updating service tickets throughout the resolution process in order to provide the customer with feedback and/or resolution information as needed. Help Desk personnel shall identify the nature of the call and attempt initial troubleshooting. If the repairs cannot be made by the Help Desk technician a work order shall be opened and sent to the appropriate IT work center for action. Responsible for ownership of Incident (Remedy) tickets from start until resolution, confirmation and closure of ticket. Ensure minimum data requirements are entered into the work order, such as the customer's name, place of work (POC), nature of the trouble call or problem, date and time of the call, priority assigned or authorized, and work center assigned for repairs. Provide customers with the current status on work or services requested not later than the following intervals: (a) Priority (PRI) 02, once every 24 hours, (b) PRI 05, once every72hours, and, (c) PRI 12, once every 10 days. This status report shall include, at a minimum, status of repairs, status of any parts on order, and estimated completion date (ECD) for the customer's work order. If the due date of the required update is a non-duty day, report on the next duty day. Furthermore, prior to final closure of any ticket contact the customer report the act of remediation and allow the customer to confirm restored operation. Provide workload factor data at the request of the Government. Minimally, work load factor data reports shall include: (a) priorities assigned for the period requested, (b) number of work orders in total for the period requested, and, (c) type of work orders in total for the period requested (e.g., system administration, radio maintenance, outside plant). Provide a customer comment form to every customer.
Education: High School degree or equivalent and 2+ years of related experience in customer service processes and procedures. ITIL Incident and Request Fulfillment processes, basic troubleshooting skills.
Certifications: MCDST; IAT I
Location: FOB Dahlke, Afghanistan (International Assignment)
Must be able to obtain, maintain and/or currently possess a security clearance.
Parsons is an equal opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBTQ+. All qualified applicants will receive consideration for employment without regard to an individual’s race, color, religion, national origin, ethnicity, union affiliation, age, sex, sexual orientation, gender identity and expression, pregnancy, employable physical or mental disability, veteran status, genetic information, immigration status, or any other basis protected by all applicable laws.