Location MO04 - Missouri, Kansas City Status Date Opened 1/11/2012 Position Schedule Full Time Req Code 011-STS-MO0-12
Description This position will be in support of the National Information Technology Center (NITC), United States Department of Agriculture's (USDA) Office of the Chief Information Officer (OCIO). . Provide Tier I support for all NITC Enterprise Data Center's (EDC's) . Manage incidents and service request lifecycles from the Kansas City location for all NITC EDC's . Handle communication with the customers providing them with status updates and addressing questions, comments, and complaints . Report, document and escalate customer contracts regarding issues, problems, and information given . Ensure customer satisfaction through the resolution of all issues and problems reported . Notify the Service Operations Support Branch (SOSB) Manager of any unusual occurrence . Record all relevant incident/service request details . Allocate appropriate categorization and prioritization codes to the incidents and service requests . Match users input to matching resolutions found in the Incident Database . Initiate first level investigation and diagnosis of the issue at hand . Resolve incidents and/or service requests based on personal technical knowledge and expertise . Escalate incidents/service requests that could not be resolved within agreed timescales . Keep users informed of progress of incident progress, notifying them of impending changes or agreed outages, etc. . Close all resolved incidents, requests and other calls . Conduct customer/user satisfaction call-backs/surveys . Update the ITSM tool under the direction and approval of the SOSB Manager . Multi-task in a high speed, high volume ticket environment . Apply ITIL best practices
Education . High School Diploma (Associate's Degree Preferred) Experience . Experience in IT industry, specifically in a user supporting role . Knowledge and experience of the Service Desk Function and Incident Management Process . Effective communication skills and willingness to work in a team environment . Possess business/professional writing abilities
Special Requirements/Certifications . ITIL Certification (Foundation Level)
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. Physical Requirements N/A
