Integrated Service Desk Account Manager Day Shift

About the position

The Integrated Service Desk Account Manager serves as the primary point of contact for a large government organization, providing front line support and ensuring high-quality customer care. This role emphasizes effective customer service skills, problem-solving, and incident management, with a focus on improving overall customer satisfaction. The position requires the ability to manage and prioritize incidents while working in a fast-paced environment, and it may involve covering weekends and holidays as needed.

Responsibilities

• Provides first level support for inbound incidents and Service Requests.
• Provides front line phone and email support related to system and application issues.
• Routes issues according to issue type and severity.
• Communicates effectively over the phone, listening and troubleshooting customer issues.
• Provides face-to-face support in a customer walk-up environment.
• Creates support tickets in a web-based CRM while troubleshooting on the phone.

Requirements

• Active TS/SCI with a Poly required.
• Security+ certification required.
• 3+ years of experience in Help Desk support and/or system administration.
• Proven experience as a help desk technician or in a customer support role.
• Experience and knowledge of Microsoft Active Directory.
• Knowledge of basic network principles and functions (e.g., DNS, DHCP, TCP/IP).
• Experience administering and maintaining user accounts within Microsoft Active Directory.
• Strong written, oral, and telephone communication skills.
• Excellent technical writing skills for documenting problem resolutions.

Nice-to-haves

• Customer service and/or support experience in a Help Desk, Service Desk, or Call Center environment.
• Degree or equivalent work experience.
• Experience with Help Desk ticketing tools and knowledge base resources.
• Preferred Certifications: CompTia A+, CompTia Server+, CompTia Network+, HDI Customer Help Desk Analyst, Microsoft Office Specialist.

Benefits

• Healthcare benefits
• Wellness programs
• Financial benefits
• Retirement plans
• Family support programs
• Continuing education opportunities
• Flexible time off benefits