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
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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