Help Desk Specialist II - TS/SCI Clearance Required

Help Desk Specialist II

TS/SCI Clearance Required

Supports one or more Help Desk systems. Participates as a member of a team that handles inquiries from users for multiple applications. Assesses the customers' issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete.

Job Responsibilities

• Performs a variety of advanced user-problem analyses for the help desk; assists with monitoring the network management systems and ensures a prompt and appropriate response to customer requests and issues.
  * Collects screenshots and other data for use in troubleshooting, then act as a liaison between the client and program developers.
  * Performs initial problem analysis and triages problem to technical staff when appropriate.
  * Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
  * Responsible for knowing when to escalate an incident, resolves advanced questions to problems associated with account administration, system navigation/functionality, access and FAQs.
  * Compiles and regularly maintains a log of Frequently Asked Questions (FAQ) originating with all categories of users. Provides and manages official answers to all FAQs and distributes same to all interested stakeholders.
  * Contributes to the preparation of procedure manuals and documentation for help desk use.
  * Conducts periodic user satisfaction surveys and tracks user problem trends.
  * Makes recommendations for improvements to help desk and creates reports based on information provided from user surveys and trend analyses.
  * Participates as a member of a team that handles inquiries from users for multiple applications. Assesses the customers' issue, performs initial triage, documents the problem, creates an incident and ensures the customer contract information is accurate and complete
  
  Minimum Qualifications

HS Diploma and 1-3 years of customer service experience. Prefer 1-3 years as a

Help Desk/Service Desk

Other Job Specific Skills

• Strong knowledge of and ability to use computers, including the Microsoft Suite and Internet Explorer. Being able to type quickly and accurately is essential.


• Must have strong interpersonal and communications skills.


• Must be confident in ability to control phone conversations and guide customers.


• Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.


• Strong presentation, telephone and writing skills.


• Ability to work in a team-oriented environment.


• Ability to learn new computer applications and to continually learn changes to those computer applications.


• Excellent ability to multi-task.


• Must be flexible and dependable.


• Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.


• Knowledge of ITIL framework and processes preferred


• Prior military experience or knowledge is helpful but not required.


• Prior experience with Federal Government Civilian workforce is a plus.

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