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Agil3 Tech Solutions: Help Desk Specialist (Journeyman)

Date Posted: 11/29/2017

Description

Your primary responsibilities include: answering and responding to inbound calls/emails in a timely and professional manner, properly documenting those interactions in the appropriate tracking system, escalating issues that cannot be resolved in a timely manner, sustain currency of work instructions and related process changes. Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems. Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists.Provides technical support as required in data management, document control, computer support, project control, and other related areas.

This position may qualify for teleworking.

Requirements

The successful candidate possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.

Responsibilities Overview

(a) Responds to and diagnoses problems through discussion with users.

(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

(c) Supervises operation of help desk and serves as focal point for customer concerns. 

(d) Provides support to end users on a variety of issues.

(e) Identifies, researches, and resolves technical problems.

(f) Responds to telephone calls, email and personnel requests for technical support.

(g) Documents, tracks, and monitors the problem to ensure a timely resolution.

(h) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.

(i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

(j) Simulates or recreates user problems to resolve operating difficulties.

(k) Recommends systems modifications to reduce user problems.

(l) Update incident tickets and service request tickets to adequately document the processing of the ticket until resolved. 

 

 

Qualifications

Clearance: Current and active Secret Security Clearance preferred.

Must be able to maintain a Secret Security Clearance US Citizen required Prior experience working in a customer service environment.

Skills: Required DoD 8570 certified; Security + 

Education: Associates degree in any discipline with 100 hours of professional education related OR Microsoft Certified Product Specialist, or 1 year experience with hands-on working knowledge in MS Windows Vista/XP, Windows 2000, Office 97,2000 is preferred Experience with Remedy a plus.

Minimum, High School diploma or equivalent and three years applicable experience Must have excellent oral skills and be able to speak clearly. Must have a positive attitude.

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