Help Desk Specialist

The Judge Group
Chantilly, VA
Jun 20, 2017
Jun 21, 2017
Full Time
** ACTIVE TOP SECRET CLEARANCE REQUIRED ** This job will have the following responsibilities: Providing telephonic Information Technology support to all customers Receiving calls, troubleshooting, and triaging trouble tickets Changing and resetting passwords Providing software application assistance and installation Perform first call resolution within 10 minutes or escalate to other support entities Performing remote control to the desktop to assist the end-user Providing customers status of their tickets Maintaining the integrity of the source tables in the Ticketing Service Manager database Providing support to remote sites if their local IT support is unavailable Qualifications & Requirements: Help Desk Specialists should have a proven ability to effectively listen and communicate with customers while demonstrating empathy and professionalism in assisting customers resolve their problem or answer their questions. Candidates will be able to follow directions and, accomplish systematic and standardized troubleshooting as prescribed in flow diagrams or call scripts. Candidates will have experience working with the HP Service Manager ticketing system or similar product. Experience working with and troubleshooting industry-used software applications such as Windows 7, Microsoft Office, and Microsoft Active Directory is also required.ITIL v3 Foundation certification preferredCompTIA A+ or HDI certifications a plus