Tier I Service Desk Agents provide the first line of customer support for the contract, offering 24x7x365 assistance... experience. Experience in a federal or enterprise IT service desk environment preferred. Certifications: CompTIA...
Automated Commercial Environment (ACE) Account Service Desk (ASD) Tier II Agents provide specialized customer... or related field (preferred). Experience: Minimum 3 years of IT service desk or customer support experience. Prior...
Tier II Advanced Support Agents provide second-level technical support for the contract environment. They handle... escalated incidents and requests that cannot be resolved at Tier I, offering advanced troubleshooting across the customer’s IT...
service objectives are met or exceeded. This Tier 2 position is primarily focused on providing MHS Genesis Support... with Cerner Millenium/MHS Genesis Demonstrated knowledge of Service Desk support methodology Relevant technical certifications...