Helpdesk Support Service Specialist, Junior

• Serve as the first point of contact for customers seeking technical assistance
• Identify issues, provide accurate information in IT ticketing system for each call
• Respond to incoming calls and messages in a timely manner throughout shift
• Follow all communication procedures, policies, and guidelines
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
• Work with customer to resolve issues
• Identify and escalate priority issues
• Contribute to creation of support documentation
  • Attend meetings and training, review training material to stay up-to-date on changes

Requirements

• Security+ certification
• A+ certification
• Windows 10 Desktop Support Technician (70-685), or Windows 10 Configuring (70-680), or Troubleshoot & Support Windows 10 in the Enterprise (MS-6293)
• Secret Security Clearance
• Desired Skills:
• Good problem-solving, analytical, and team-working skills
• Knowledge of DOD Information Assurance standards, policies and procedures
• Knowledge of service desk software and remote-access systems
• Knowledge of current MS Windows OS and MS Office versions
• Knowledge of computer systems, printers, mobile devices and other tech products
• Excellent communication skills, customer-oriented approach
• An openness to learning new technologies
• Proficiency in English
Desired Technical Experience:
• Experience as a service desk technician or other technical customer support role
• Usage and troubleshooting of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic computer/network/software issues
Usage of IT ticketing systems and various support software