Service Desk Specialist

Location: Annapolis Junction, MD
Date Posted: 03-24-2017
Company Description
 
Synergy ECP is a Service Disabled Veteran-Owned Small Business SD(VOSB) that was formed in July 2007 with Headquarters in Columbia, MD and is made up of talented, dedicated staff to provide a broad range of services to the defense, intelligence and health care industries.

In an ultra-competitive environment, Synergy ECP has thrived by adhering to our name, making sure excellence is displayed by our Employees, to our Customers and by Improving Performance (ECP).

It’s what sets us apart, enabling us to be an autonomous yet agile business that delivers huge results - showing we’re ready to meet our customers’ evolving demands.

Synergy ECP has earned a client list that includes numerous Fortune 100 companies, in addition to multiple branches of the US government and military services.
 
Synergy ECP is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected class.

Description: 

Clearance Required: 
TS/SCI (preferably with CI Polygraph)

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 1. 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.
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