Service Desk Analyst with Security Clearance

Location: Norfolk, VA
Duration: Long-term contract
Schedule: Must be flexible to work multiple shifts. Will be assigned a specific schedule upon training completion. Schedule could include weekdays, nights, over nights, weekends, and off shift hours. Position Summary: Acts as liaison for customers and maintains knowledge of company products and customer service processes. The ideal candidate will be able to work in a call center environment, answering high volume phone calls. Responsibilities:
• Provide professional solutions to end-users, dealers and service providers originating from unresolved escalated case issues received via telephone and written correspondence.

• Use SM7 ticketing system to track issues.

• Take tier 1 level calls in support of the network

• Resolving customer issues with great service and compassion for their problem. Requirements:

• Clearance Required: Candidates must currently hold an active DoD secret clearance.

• Certification: CompTIA Security+

• General: Excellent customer service experience, experience with Microsoft Windows OS, HP Service Manager, Remedy or other ticketing system. Experience with basic troubleshooting hardware/software. Candidates need to have great customer service skills. Candidates must be reliable to learn quickly, and show that they are dependable