Unisys Federal Systems

  • Enterprise Service Desk Level 2 Agent

    Job Locations US-HI-Ft. Shafter
    Req ID
    Federal Systems
    Travel Percentage
  • Summary / Description

    We are currently seeking a motivated, career and customer oriented Enterprise Service Desk Level 2 Agent to join our team in Ft. Shafter to begin an exciting and challenging career with Unisys Federal Systems.


    Must have active DoD Secret Clearance or higher !


    Role Summary:

    • 2 years IT Service Desk experience
    • Responsible for providing the first-line of telephone technical support of hardware, systems, sub-systems and/or applications for customers.
    • Has complete understanding and application of industry practices, principles, theories, concepts, and standards. Develops/provides solutions to a wide range of problems.
    • Solutions are thorough, practical and consistent with organization objectives.
    • Work is performed under no or little direction. May supervise lower skilled/routine workers. Escalates complex problems to higher level of expertise within organization.

    Role Purpose:


    • The Level 2 Service Desk Agents will be required to support Unisys Clients and the contractual service level in the achievement of prompt response, high-level customer service and technical first contact support.
    • They will be required to clearly articulate customer requirements and interface with a variety of Unisys second level teams and third party service providers.
    • The Level 2 Agent may deal with some calls to the Service Desk that can be varied and complex requiring a wide range of technical knowledge and interpersonal skills to assist diagnose and or resolve issues.
    • The Level 2 agent will also be required to assist with managing escalated customer issues and creation of updates to process and procedure documentation as required.

    Key Responsibilities:

    • Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
    • Ability to resolve more difficult problems with or without remote tools.
    • Consistently achieve First Contact Resolution performance metric
      Accurately document tickets.
    • Aware of customer’s time restraints and work within those time limits.
    • Keep customer aware of resolution steps – if ticket needs to be dispatched.
    • Provide clients with problem reference numbers and request numbers.
    • Enter all troubleshooting/resolution steps into the trouble ticket
      Understanding of SLA requirements for the client.
    • Assist in cross training and communicate quick fixes.
    • Manage time and workload to meet predetermined service levels coaching/mentoring.
    • Working knowledge of data and voice network concepts


    Education / Certification Requirements:


    • BS in Computer Science or relevant years of experience.
    • Windows 10 or MCP certification.
    • CompTIA A+ and Sec+ Certification, ITIL Foundations.
    • Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery.

    **Ability to provide technical support in Japanese highly desireable

    About Unisys

    Do you have what it takes to be mission critical?

    Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers.  As a member of our diverse team, you’ll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government’s critical systems.

    Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.

    Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world.

    Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at www.Unisys.com.

    Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.


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