Help Desk Staff
Job Description:
• Support triage meetings with stakeholders to coordinate and collect additional information relevant to end-user issues
• Receive telephone calls and emails from users having problems using computer software and hardware
• Act as first point of contact for customer concerns and issues
• Handle customer complaints, provide appropriate solutions and alternatives, and perform follow-ups to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents accordingly
• Analyze problems and provide technical assistance, support, and advice to end users
• Determine whether problems are caused by hardware, software, or systems
• Perform incident management activities: categorize and enter tickets into tracking systems
• Troubleshoot issues, train customers, maintain documentation, and ensure customer satisfaction
Requirements:
• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c)
• HS Diploma/GED
• Five (5)+ years of experience in supporting Information Technology (60 months)
• Analyze problems and provide technical assistance, support, and advice for hardware, software, and systems
• Study and resolve computer software and hardware problems
• Determine whether issues are caused by hardware, software, or system
• Incident management and ticket categorization/entry
• Experience helping customers with product-related inquiries and technical problems
• Troubleshoot customer issues and provide appropriate solutions and follow-ups
• Provide technical support, train customers, maintain documentation
• Strong technical understanding of IT systems and services
• Excellent written and verbal communication, organizational, problem-solving, analytical, and teamwork skills
• Ability to perform complex technical tasks
• Open to learning new technologies
• Desired: Bachelor’s Degree
Benefits:
• Paid Federal Holidays
• Robust Health & Dental Insurance Options
• 401k with matching
• Paid vacation and sick leave
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Employee Assistance Program
• through Sun Life Financial EAP Guidance Resources
Apply tot his job
Apply To this Job
• Support triage meetings with stakeholders to coordinate and collect additional information relevant to end-user issues
• Receive telephone calls and emails from users having problems using computer software and hardware
• Act as first point of contact for customer concerns and issues
• Handle customer complaints, provide appropriate solutions and alternatives, and perform follow-ups to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents accordingly
• Analyze problems and provide technical assistance, support, and advice to end users
• Determine whether problems are caused by hardware, software, or systems
• Perform incident management activities: categorize and enter tickets into tracking systems
• Troubleshoot issues, train customers, maintain documentation, and ensure customer satisfaction
Requirements:
• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c)
• HS Diploma/GED
• Five (5)+ years of experience in supporting Information Technology (60 months)
• Analyze problems and provide technical assistance, support, and advice for hardware, software, and systems
• Study and resolve computer software and hardware problems
• Determine whether issues are caused by hardware, software, or system
• Incident management and ticket categorization/entry
• Experience helping customers with product-related inquiries and technical problems
• Troubleshoot customer issues and provide appropriate solutions and follow-ups
• Provide technical support, train customers, maintain documentation
• Strong technical understanding of IT systems and services
• Excellent written and verbal communication, organizational, problem-solving, analytical, and teamwork skills
• Ability to perform complex technical tasks
• Open to learning new technologies
• Desired: Bachelor’s Degree
Benefits:
• Paid Federal Holidays
• Robust Health & Dental Insurance Options
• 401k with matching
• Paid vacation and sick leave
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Employee Assistance Program
• through Sun Life Financial EAP Guidance Resources
Apply tot his job
Apply To this Job