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IT Help Desk Support Specialist

Primastep LLC

IT Help Desk Support Specialist

Sterling, VA
Full Time
Paid
  • Responsibilities

    Job Description

    The Help Desk Support Specialist is responsible for providing Service Desk support to all users of the Federal Railroad Administration, which requires familiarity with the supported applications within the Department of Transportation environment; in addition to hardware and software technical expertise.

    DUTIES AND RESPONSIBILITIES:

    • Provide first-level support for all inbound calls, and generating an Incident report for all new issues.
    • Answer incoming calls, analyze callers’ concern, investigate reported issues, navigate and answer user-related questions based on documentation and provided resolution guidance.
    • Document all reported issues, and take ownership of work tickets until resolved.
    • Provide accurate, timely, and professional resolution on all supported issues.
    • Quickly identify and escalate high-priority issues.
    • Efficiently and accurately resolving all assigned Incidents.
    • Identify and document Incident resolution and support knowledge.
    • Maintain dependable attendance and schedule adherence
  • Qualifications

    Qualifications

     

    • 3+ years of experience in a telephone-based customer service environment, preferably supporting users of Web-based computer applications and/or systems.
    • 1+ years of relevant experience in an IT Service Desk environment.
    • Familiar with Service Desk support methodology
    • Advanced Technical competency in computer hardware and software applications
    • Excellent troubleshooting skills
    • Ability to effectively communicate technical matters to a non-technical audience
    • Strong customer service and communications skills
    • Familiar with ITIL

    DESIRED, BUT NOT REQUIRED SKILLS:

    • Relevant technical or HDI certification is preferred
    • Experience in a Government-contract application support or customer service contact center environment
    • Knowledge of Service Management applications such as Service Now, JIRA, Zen Desk, Remedy, ManageEngine, or similar systems

    Additional Information

    • JOB LOCATION: Sterling, VA
    • JOB TYPE: Full-Time
    • WORK SHIFT: M-F 8:00am-5:00pm, or M-F 11:00am-8:00pm
    • CLEARANCE: Eligible for Public Trust
    • PAY: Up to $46,800/yr. (Depends on Experience)