United States Citizenship is required by our client for this position.
All candidates must be able to undergo a federal background investigation.
The Help Desk Specialist is responsible for providing user support for a hotline that provides user support to website users.
Duties include:
- Provide phone and email support to users
- Employ the Help Desk module of the website to track and manage help desk tickets from users
- Provide Tier 1 and Tier 2 support to users and escalate Tier 3 issues
- Provide documentation support for the website application
- Contribute the development of training videos, as necessary
Experience and Education:
- Performs work under general supervision
- Handles complex issues and problems, and refers more complex issues to more experienced staff
- Experience providing help desk support, including troubleshooting user issues
- Working knowledge of Microsoft operating system, Windows environment, and web applications
- Requires bachelor's degree
- Requires at least 5 years of experience
- Familiarity with Information Technology Infrastructure Library (ITIL v3 or greater)
Expertise (Required):
- Strong customer service skills
- Excellent communication skills
- Excellent analytical and troubleshooting skills
- Ability and desire to provide excellent customer service to internal and external customers
Additional Expertise (Desired but not mandatory)