Position Overview:
Nationwide IT Services is seeking a Customer Service Agent in support of the Naval Information Warfare Center (NIWC). They will be responsible for providing support to end-user community on hardware, software, and network related problems, questions, and use.

Duties and Responsibilities:
Provides analysis and technical help desk support.
Interfaces with multiple levels of users, management, and technical staff.
Provides low to moderate level of customer service support for office automation.
Accurately documents and reports problems to technical staff for resolution.
Categorizes and prioritizes service requests by maintaining the database with up-to-date status information.
Provides resolutions to out of the ordinary issues for users.
If unable to diagnose problem, will work with Help Desk Management to diagnose and resolve problem.
Responds to Tier I – III trouble tickets.
Ensures problem ownership and promotes end-user satisfaction. Closes activities of tickets assigned.
Provides Tier I support for help desk personnel in the organization. Interfaces with multiple levels of users concerning first level needs to help desk personnel.
Provides conference calling, fax and E-mail directory support through the use of multiple platforms and applications.
Performs other duties as assigned.

Job Qualifications:
Requires a high school diploma or equivalent
2-3 years of experience as service desk agent
An ACTIVE Secret Clearance

Additional Skills:
Skilled in MS Office 365
Remedy database used to track incidents and tickets
Networking experience a plus.
Intimate knowledge of PC configuration and setup
Knowledge of NMCI networking a plus

Our competitive benefits package includes medical and dental coverage, 401k plan with employer contribution, paid holiday, vacation and sick leave, metro-check program, and tuition reimbursement. If you enjoy being a part of a chance to work with bright, highly motivated people dedicated to excellence,
please apply today!

Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or

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