Job Description
We are seeking a Helpdesk Specialist to provide expertise to a federal client in support of their mission critical systems in defense of our Homeland.?
As a Helpdesk Specialist, you will be responsible for providing technical support to our users and clients by triaging, researching, and answering questions regarding the program and systems
Specific Responsibilities:
- Provide a first point of contact for customers seeking technical assistance with a ticket, phone call, email, or in person
- Assist customers, troubleshoot problems, and coordinate technical support.
- Account creations, account lockouts, password changes
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Log and route service requests and incidents in an incident management system.
- Maintain service level agreements related to Desk Side support Service/Incident requests
- Direct unresolved issues to the next level of support team member
- Establish phone bridge with next level of support and customer leads per SOP’s
- Receive and input critical time data in various formats and ingest it into the vetting system. Data may be received in various formats and must be converted to a customer defined format such as XML for ingest into the system
Requirements
- Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered
- Active Secret clearance is required.
- Due to agency and contract requirements, candidates must be U.S. citizens with no dual citizenship.
- This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements, including participation in a rotational on-call schedule.
- Telework: Candidates must reside within a commutable distance and be available to work onsite at the customer’s discretion. This includes being on-site during the transition period. Must be based around Annapolis Junction, MD
- 0-3 or more years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
- 0-3 or more years of experience utilizing any Incident Management Ticketing System such as:
- Remedy v20.02
- ServiceNow
Job Tags
Contract work,