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