Project Overview:

ITA has over 3,500 employees and Contractors/Interns located around the world providing services to U.S. companies and their trading partners, U.S. trade policy makers, and U.S. trade representatives. ITA provides services including trade policy development, trade analysis, trade promotion, trade negotiation, and fair-trade enforcement. The ITA’s mission is to create prosperity by strengthening the competitiveness of U.S. industry, promoting U.S. trade and investment, and ensuring fair trade and compliance with trade laws and agreements.

The ITA’s OCIO office provides Information Technology services to a domestic and international customer-base. The IT services provided by OCIO include network and infrastructure services, enterprise architecture services, application development services, web hosting services, IT acquisition services, IT customer support services, cyber security services, and IT policy and planning services.

ITA’s Customer Support Center (CSC) is responsible for providing Tier I and Tier II IT support. It provides a Tier I single-point-of-contact (SPOC) IT Help Desk, which responds to all customer inquiries and provides end-to-end ownership (e.g., logging, tracking, resolution, and reporting) of Help Desk Incidents and Service Requests. The CSC also provides Tier II desktop support services. Requests for information, Help Desk Incidents and Service Requests shall be resolved by the Contractor staff or may need to be referred/escalated to more specialized entities for resolution such as other OCIO staff, business unit subject matter experts (SME), another Contractor or other designated third parties.

Summary of Major Job Functions:

• Resolve service requests and incidents for Tier I supported services
• Interact with customers over the phone, chat and through email
• Perform remote troubleshooting of customer issues
• Provision, modify and delete user accounts
• Escalate issues to management and Tier II as needed

Primary Responsibilities:

• Manage all incidents and service requests received via telephone, voicemail, email, portal, instant messenger, and other approved contact method
• Resolve service requests such as password resets, PIN unlocks, install, and troubleshoot approved software, install drivers, create website unblock requests, salesforce requests and manage shared mailboxes and distribution lists.
• Provision, modify and delete accounts in Active Directory
• Re-install pre-packaged software
• Identify and resolve incidents, and escalate to Tier II as needed
• Provide support to identified VIPs
• Develop and maintain standard operating procedures for the help desk
• Promote the adoption of self-service options across ITA
• Previous experience in an IT help desk role
• Proficient in Microsoft Windows, Office Suite, and Active Directory
• Ability to identify and solve customer issues quickly during first contact
• Ability to resolve level 1 Salesforce tickets
• Candidates may need to work weekends and holidays as needed

Desired Skills & Qualifications:

• Ability to interact at all levels of management internally, and with customers and suppliers
• Superior communication skills, both verbal and written
• Excellent follow-through
• Professional appearance
• Takes initiative and doesn’t need constant instruction
• Must be able to multi-task and manage time amongst clients
• Flexibility and ability to bounce between projects quickly

Education/Experience: High School Diploma

Additional Information:

• In order to meet the clearance requirements for this opportunity, candidates must be US Citizen and/or Current Green Card Holder.
• All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.
• Public Trust background investigations can take approximately four to eight weeks and requires fingerprinting.

Other Information:

• The salary for this position is $35,000 - $40,000 annually
• For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
• This is a full-time W2 position.
• Please no agencies, third parties, or corp-to-corp.
• Spatial Front Inc. is an Equal-opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• Spatial Front Inc. participates in E-Verify.