What are the responsibilities and job description for the Help Desk position at DAn Solutions?
REQUIRES AN ACTIVE EXISTING TS/SCI WITH CI POLY SECURITY CLEARANCE / MUST WORK ON SITE NO REMOTE WORK
Responsibilities include, but are not limited to:
· Provide polite, friendly and helpful customer service by answer incoming calls from customers to create incident tickets, answer inquiries, questions, and provide information.
· Answer calls and respond to emails
· Handle customer inquiries both over the phone and by email
· Research required information using available resources
· Resolve customer concerns
· Provide customers with product and service information
· Enter new customer information into system
· Update existing customer information
· Process orders, forms and applications
· Identify and escalate priority issues
· Route calls to appropriate resource
· Follow up customer calls where necessary
· Document all call information according to standard operating procedures
Basic Qualifications:
· Two years experience providing Tier 1 IT support to end users
· Polite, friendly and helpful customer service and communications skills
· Documentation and triage capabilities
· Basic MS Office and Ticketing system experience
· Able to communicate clearly over the phone to end users
· Professional attitude
· Willingness to learn new skills
Preferred Qualifications:
· High school diploma or equivalent
· Verbal and written communication skill
· Listening skills
· Customer service orientation
· Organizational skills
· Attention to detail
· Good judgment
· Adaptability
· Team work
· Knowledge of customer service principles and practices
· Good data entry and typing skills
Security Clearance Requirements:
· Active Top Secret clearance adjudicated within the past 6 years. Candidate must be open to a counter-intelligence polygraph.
Physical Requirements:
· Must be able to remain in a stationary position up to 75% of the time
· Must be able to clearly and accurately communicate with customer
· Must be able to observe and detect employee deviations from established policy
