T Systems Jobs (NOW HIRING)

Job Summary:
A&T Systems, Inc. is seeking a Service Desk Technician who will serve as the first point of contact for end users requiring technical assistance and support. The role involves delivering high-quality customer service by troubleshooting and resolving IT incidents and service requests through various support channels while adhering to established service management practices.
Responsibilities:
• Serve as the primary point of contact for end users seeking technical assistance via phone, email, chat, and the ServiceNow ITSM platform.
• Provide professional, courteous, and timely customer service while resolving incidents and fulfilling service requests utilizing CCaaS platform.
• Perform first-level diagnosis, troubleshooting, and resolution of hardware, software, account, and access-related issues.
• Resolve incidents at first contact whenever possible, utilizing established knowledge articles, documented procedures, and troubleshooting guides.
• Escalate unresolved or complex incidents to the appropriate support teams while ensuring complete documentation and seamless handoff.
• Accurately log, categorize, prioritize, and track incidents and service requests within the ITSM platform.
• Document troubleshooting activities, customer interactions, root causes, and resolution details to support knowledge sharing and reporting.
• Monitor assigned tickets to ensure timely resolution in accordance with established SLAs and operational procedures.
• Utilize approved remote support tools to diagnose and resolve technical issues.
• Guide users through troubleshooting steps while maintaining clear and effective communication.
• Verify issue resolution and customer satisfaction before closing support requests.
• Contribute to the maintenance and continuous improvement of the Service Desk knowledge base.
• Identify recurring issues and recommend updates to documentation, knowledge articles, and support procedures.
• Participate in process improvement initiatives that enhance service quality, operational efficiency, and the end-user experience.
• Meet or exceed established service metrics, including response times, resolution times, customer satisfaction, and quality standards.
• Support continuous improvement initiatives through adherence to ITIL service management practices and organizational policies.
• Maintain regular attendance and scheduling flexibility to support operational requirements.
Qualifications:
Required:
• Associate's degree in Computer Science, Information Systems, Information Technology, or a related field; or an equivalent combination of education and professional experience.
• High School diploma or equivalent will be considered when supplemented with relevant industry certifications.
• Minimum of three (3) years of experience providing IT technical support, Service Desk, Help Desk, or End User Support services.
• Demonstrated experience delivering customer-focused technical support in a fast-paced enterprise environment.
• Must successfully complete all required background investigations, including fingerprint-based criminal history screening, in accordance with client security requirements.
Preferred:
• CompTIA A+
• ITIL® Foundation Certification
• HDI Support Center Analyst (HDI-SCA)
• HDI Customer Service Representative (HDI-CSR)
• Microsoft or other industry-recognized desktop support certifications
• Experience supporting enterprise Service Desk or Managed Services environments.
• Familiarity with ITIL service management processes, including Incident Management, Request Fulfillment, Knowledge Management, and Problem Management.
• Experience supporting remote users through enterprise remote support tools.
• Knowledge of Active Directory, Microsoft Entra ID (Azure AD), account administration, and identity management processes.
Company:
A&T Systems is a 100% employee-owned, small business with 40 years’ experience offering IT, Telecom, and Cloud Managed Services to State, Federal, and DoD customers. Founded in 1984, the company is headquartered in Silver Spring, USA, with a team of 51-200 employees. The company is currently Growth Stage.