6 Steerbridge Electronics Jobs Hiring Near You

Job Summary:
SteerBridge Strategies is a modern technology company delivering innovative solutions to the U.S. Government and private sector. They are seeking a Tier 1 Help Desk Technician to assist in operating an environment where all incidents, problems, and service requests for end-users are monitored and resolved.
Responsibilities:
• Handle incoming contacts via electronic media such as: Telephone (via toll-free access numbers), Electronic mail, SMS/text messaging, Web-Chat submissions, Self-service web portal
• Act as the single interface and Single Point of Contact (SPOC) for all communications with and between end-users and resolver groups regarding all incidents and tickets.
• Provide end-to-end ownership and ticket management through either direct resolution or escalation / interaction with appropriate resolver groups.
• Provide end-to-end ownership of all tickets, including logging, categorizing, prioritizing, and recording resolutions.
• Provide timely response to all tickets based on priority and impact.
• Communicate status of incidents to end-users as status changes.
• Transfer the incident to the appropriate work queue as required.
• Immediately perform a warm transfer to the appropriate application resolver group for applications issues.
• Provide and maintain ownership of service request (SR) lifecycle (end-to-end ownership) and provide timely response to SR’s based on priority.
• Communicate status of SRs to end-users as status changes.
• Transfer the SR to the appropriate resolver group as required.
• Maintain oversight for monitoring, controlling, and ensuring timely resolution of SRs.
• Escalate urgent, business critical, and VIP (if option exercised) SRs according to established procedures.
Qualifications:
Required:
• Must be a US Citizen.
• Bachelor's Degree preferred, but equivalent experience in lieu of degree acceptable.
• Must be a resident of Kentucky, Louisianna, or Texas.
• Must be to work from local GDIT office as required.
• Must be eligible and able to obtain a Public Trust Clearance (i.e., pass a federal background check).
• Must possess multi-channel skill sets: phone, email, text, and chat.
• Demonstrated experience in providing accurate information to customers, enabling a high first call resolution rate.
• Must be skilled in providing courteous, customer-friendly, high-quality service.
Preferred:
• 1+ year Help Desk work experience.
• Experience with ServiceNow ticketing system.
• Previous experience working on civilian federal government agency contract(s).
Company:
SteerBridge specializes in providing professional services and cutting-edge solutions to the U.S. Government and corporate clients. Founded in 2011, the company is headquartered in Vienna, USA, with a team of 51-200 employees. The company is currently Growth Stage.