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
