Innoviss
  • Help Desk
  • 20815, MD, USA
  • Full Time

MSM Security Services (MSM) has over 35 years of experience supporting U.S. national security and federal and state program integrity.  We perform services nationwide and in all U.S. territories and have offices in Chevy Chase, MD, and San Anonio, TX.   MSM is a wholly-owned subsidiary of Innoviss, Inc.

MSM needs IT help desk and business support services relating to technical issues involving Microsoft's core business applications and operating systems focusing on windows desktops, laptops, and Microsoft Office products at our Chevu Chase office.  Basic technical support at the network level includes WAN and LAN connectivity and first line troubleshooting services, basic remote access solution implementation and support, and system documentation maintenance and review in our ticketing system.  Communication with customers is required, keeping them informed of incident progress, impending changes, and scheduled outages. 

Requirements:

Top Secret clearance is required

Current Security+

3 years experience

Responsibilities:

  • Provide first level contact and convey resolutions to customer issues
  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Use excellent customer service skills and exceed customers' expectations
  • Ability to work in a team and communicate effectively
  • Escalate service requests that require administrator/engineer level support
  • Enter all work as service tickets in ticketing system
  • Pursue opportunities for improving client network infrastructure whenever possible
  • Engage management team to develop strategy and plan for improvements
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry
  • Routinely participate in the training/certification programs provided by the Company
  • Continually seek opportunities to increase customer satisfaction and deepen customer relationships
  • MSM expects all employees to conduct themselves in a manner that reinforces the core values and mission of MSM
Innoviss
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