Job Details
Job Description
The Help Desk Specialist provides Tier II and III technical software, problem resolution for members by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides expertise to resolve second tier technical support issues for users of the organization's products and services.
Key Tasks and Responsibilities
Uses automated information systems to analyze routine situations
Reviews incoming requests and receives incoming calls. May prioritize for proper action
Resolves user problems quickly and efficiently
Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available
Conducts technical research to resolve issues as they are presented
Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem
Job Requirements:
Education & Experience
High school diploma or GED is required
1-5 years of customer service experience is required
Ability to communicate effectively, both verbally and written
Ability to troubleshoot and problem solve
Certifications
Relevant certifications are desired (CompTIA A+, CompTIA Security+, or similar)
Security Clearance
Must be able to obtain and maintain government customer Public Trust clearance
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
No travel required
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Job Snapshot
Employee Type Full-Time
Location Kearneysville, WV (Onsite)
Job Type Customer Service, Government, Information Technology
Experience Not Specified
Date Posted 04/22/2024
Job ID 4183/3096/20398
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