Provides desktop support of user computers and installs and troubleshoots software technical issues.
This is a Tier 1 support position and includes:
• Level 1, Initial Contact and First Touch Resolution: Accepting calls from customers and resolving issues by phone, generate incident reports (trouble ticket) describing the problem, being sure to note pertinent user information (e.g., location or asset), providing initial troubleshooting to resolve the issue, if possible, either by walking the customer through the problem or by taking control of their desktop remotely
• Level 2, Detailed or Remote Resolution: A NCC service desk CST works incidents not resolved at Level 1 (ESD) by using detailed problem analysis and remote management techniques to resolve the incidents. A NCC service desk CST also supports customer walk-ins including Common Access Card (CAC) Personal Identifiable Number (PIN) resets, SIPRNet account resets and VIP service requests
• Level 3, Touch Labor: This position works the issues not resolved at Level 2 or may require further troubleshooting or hands-on support. If necessary a CST will be dispatched to the users location.
• At any point in these three (3) Levels, technicians are empowered to route a ticket to Tier 2,
Facilitates technical training for users for medical systems.
• High School
• CompTia Security+ ce