Seeking a Sr. Service Desk Technician to join our client's support team as part of a Contact Center as a Service (CCaaS) program for a government contract. The Service Desk Technician will be in the Transition team to handle the CCaaS new ServiceNow queue, and also help other technicians to handle the new CCaaS tickets for approximately 45,000 end-users.

This is a Remote position within the DMV area.

The Service Desk Technician will be responsible for the following, but not limited to:
- Tier II/III Support
- Systems and network troubleshooting, etc.
- Assisting with backlogged service requests
- End-user support
- Peripheral support
- Access request
- After hours support as needed

Required Skills

- U.S. Citizen or Permanent Resident
- Must be able to obtain a US Government Public Trust
- 5+ years working in a Contact Center/Service Desk
- Must have specific senior level skill and experience on the CCaaS product (ServiceNow)
- Strong Windows based OS server support/troubleshooting, managing permissions on file shares, general server admin, Microsoft 365 admin experience, AD experience, etc.
- Strong Network support and troubleshooting with Cisco R/S, firewall, security, etc.
- Requires knowledge of the telephony applications and platforms (IVR) such as Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, etc.
- Excellent customer service skills
- Excellent communication skills
- Experience training new and existing end-users is a PLUS

Pluses: MS and Cisco certifications