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

Job Requirements:

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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Job Snapshot

Employee Type Full-Time

Location Kearneysville, WV (Onsite)

Job Type Customer Service, Government, Information Technology

Experience Not Specified

Date Posted 04/22/2024

Job ID 4183/3096/20398

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