Help Desk Specialist (Tier I) - 1237

Employer
Location
Washington, DC
Posted
Apr 07, 2017
Closes
May 06, 2017
Hours
Full Time

Summary
The MIL Corporation seeks a Help Desk Specialist (Tier I) to support a Federal Government client at one of our Washington, DC locations. This is a bilingual, English/Spanish position and the work hours are 11:30 am to 8:00pm.

Responsibilities
• Must be able to work 11:30am to 8:00pm, Monday through Friday
• Answer phone, retrieve email and voicemail messages, and accurately and thoroughly record and document into Incident tracking/ticketing system
• Provide telephone, email and remote support for end users of a proprietary application (government application that supports the general public), perform problem analysis and troubleshooting, as well as guidance/instructions in relation to the application in order to resolve incidents within service level agreements and agreed upon metrics across all Tier levels
• Provide telephone, email and remote support for internal users of the proprietary application (i.e. government employees that are processing “cases” that have been entered into the application); perform problem analysis and troubleshooting, as well as guidance/instructions in relation to the application in order to resolve incidents within service level agreements and agreed upon metrics across all Tier levels
• Provide telephone, email and remote support for internal users of general IT hardware and software; general hardware and software support will be provided at Tier I, documenting the issue and performing initial triage, applying any available Tier I processes or procedures to attempt to resolve, and escalate the ticket to Tier II/III if there is no resolution at the Tier I level
• Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II/III as necessary (for internal or external users)
• Determine priority based on problem information and documented guidelines
• Encourage and maintain positive employee culture of good communication, customer relations and continuous improvement within team members
• Consistently apply customer service best practices
• Consistently and diligently work all assigned tickets (i.e., ensure they are pending w/reason, in progress, etc.)
• Verify with the customer that the problem has been resolved before resolving the ticket

Required Qualifications
• HS/GED
• Bilingual in English and Spanish (must be fluent in both languages)
• Very good customer service experience
• Great attention to detail
• Excellent verbal and written communication skills
• Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines
• Familiar with Windows 7 operating system
• Familiar with Microsoft Office applications
• Must be able to obtain a Public trust clearance

Desired Qualifications
• Associate's Degree in Computer Science, Engineering or a related technical discipline
• Bachelor's Degree in Computer Science, Engineering or a related technical discipline
• 2 to 5 years of experience
• HDI Support Center Analyst certifications
• CompTIA A+ certification
• ITIL foundations certification
• Familiar with ITSM systems, including the ability to document and track issues using a ticketing system

Education
HS/GED

Clearance
Public Trust


The MIL Corporation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity and sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.