What are the responsibilities and job description for the Tier 1 Helpdesk Support Specialist position at ATTAINX INC?
AttainX, Inc. is in search of a highly energetic Help Desk Specialist with strong communication skills and organizational skills to support our government client.
Qualifications and Education Requirements:
- 1-2 years of relevant experience in a Tier 1 help desk phone support environment
- Some college courses relevant to experience can be substituted for work experience
- Computer knowledge (equivalent to A certification)
- HDI Customer Service Representative Certification desired, not required
- Must have high-speed internet, a home landline and USB headset
- Ability to work independently
Skills:
- Strong written and oral communication skills in English with good comprehension
- Professional and proper telephone and email etiquette are a must
- Exceptional customer service skills
- Working knowledge of the MS Office Suite
- Strong time management and prioritization skills
- Efficient typing and speaking to users at the same time
- Skilled at navigating a help desk ticketing system
Duties:
- Support the GSA Program, Mission and Project
- Manage and assign all help desk inquiries and provide resolution to each
- Attend status meetings and be prepared to discuss updates
- Professionally handle customer inquiries
- Will troubleshoot issues and meet users’ knowledge in giving accurate support guidance
- Identify and recommend improvements to help desk support team
- Respond to all help desk inquiries, create tickets and assign a priority level
- Attempt first-call resolution and escalate to Tier 2 when required
- Maintain responsibility for all tickets until final resolution is achieved and documented
Non-Essential Functions:
- General Duty Requirements
About Us
The last 3 years have shown significant company growth as we have increased our contracts portfolio and hold the “Best in Class” contract vehicles, GSA MAS and OASIS Small Business and 8(a) Pools 1, 2 and 3. In addition, we are prime on several Agency Specific IDIQ’s and BPA’s with the National Oceanic and Atmospheric Administration, Department of Energy, Navy, Health and Human Service and the Defense Intelligence Agency.
AttainX is dedicated to quality and best practices for the services we provide. We understand our people are the key ingredient to ensuring our customers Mission and Goals are met with excellence.
Benefits
We are proud to offer competitive compensation and benefits packages to include paid vacation, medical, dental, vision, matching 401K plan, tuition/training reimbursement, and Long & Short Term Disability.
EEO Commitment:
AttainX is an equal employment opportunity/affirmative action employer, we are committed to providing a workplace that is free from discrimination based on race, color, ethnicity, religion, sex, national origin, age, marital status, sexual orientation, gender identity and expression, disability, veteran status, pregnancy, genetic information, or any other status protected by applicable federal, state, local, or international law. These protections also extend to applicants. Follow the links below to find out more;
EEO is Law Poster
EEO is Law Supplement
Pay Transparency Nondiscrimination Provision
Accommodations:
If you are an individual with a disability and would like to request a reasonable workplace accommodation, please send an email to HR@AttainX.com. Indicate the specifics of the assistance needed.
Physical Demands:
Sitting and working on a computer for long, continuous periods each day; effective communications by telephone, email, and face-to-face; standing, walking, and sitting; handling and feeling objects or controls; reaching; talking and hearing; lifting and/or moving up to 10 pounds; and specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.
