What are the responsibilities and job description for the Tier 1 Help Desk Specialist position at Chevo Consulting?
Chevo Consulting LLC is currently seeking qualified candidates for the position of Tier 1 Help Desk Specialist. This position provides the opportunity for significant client interaction by learning the client’s business better than they know it and to become a trusted advisor. Ideal candidates will demonstrate customer service skills and have a proactive, problem-solving attitude. This position is currently remote but will be located in Washington, DC at the appropriate time.
Duties and Responsibilities:
This is a full-time salaried position that will require occasional off hours support. Examples of daily tasks include:
- Handle Tier 1 help desk escalations through tickets or phone on a Microsoft Office 365 and Teams environment
- Follow up on outstanding requests and ensure timely resolution
- Create and manage user accounts
- Work with technical team to deploy application updates
- Compile, summarize, sort, and provide application usage data
- Develop and maintain dashboards, templates, flowcharts, forms, surveys, and spreadsheets to summarize usage
- Maintain database to track license inventory and other environment metrics
- Develop and propose Customer Relationship Management strategies to ensure operational support and sustainability
- Support the implementation of performance metrics and process improvement efforts
- Develop, Maintain and Refine Environment Customer Support Processes and Procedures
- Support communications and outreach activities including maintaining Website and associated pages; preparing meeting materials for monthly community of practice forum including agenda, data call instructions as needed, policy guidance, educational material
- Develop rapport with users and deliver outstanding customer service
Required Qualifications:
- 2 Years of experience resolving tickets at the Tier 1 or Tier 2 level
- Bachelor's degree or 3 additional years of experience in lieu of the degree
- 2 Years of information systems work experience
- Excellent customer service skills and a professional demeanor
- Prior work at a federal client site
- Excellent communication skills
- Excellent problem-solving skills
Desired Qualifications:
- Experience supporting a Microsoft Office 365 and Teams environment
- Possess a strong desire to grow professionally.
Chevo offers a comprehensive benefits package including medical, dental and vision coverage, paid leave, 401K plan with matching, monthly SMART card employer contribution for commuting expenses, tuition assistance and more!
Chevo ranks on the 2020 and 2021 Washington Technology Fast 50 list and is a winner of the 2012 through 2020 Alliance for Workplace Excellence (AWE) Seal of Approval!
Chevo Consulting, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, state, or applicable local law.
