Help Desk Analysts I, II & III - 1309

Location
Washington, DC
Posted
Aug 08, 2017
Closes
Aug 15, 2017
Hours
Full Time

Summary
The MIL Corporation seeks Help Desk Specialists I, II and III to support a Federal Government client at our Washington, DC 20005 location. The Help Desk Specialists will provide support for 600+ end users.

Responsibilities
• Must be able to work 11am to 7:30pm, Monday through Friday
• Answer phone, retrieve email and voicemail messages and accurately and thoroughly record and document into Remedy Incident tracking system
• Provide telephone, email and remote support for 600+ end users performing problem analysis and troubleshooting to resolve incidents within service level agreements and agreed upon metrics
• Communicate and escalate technical issues that cannot be resolved at the first level based upon department operations and procedures to Tier II as necessary
• Communicate with the end user regarding their incident, through their corresponding Remedy ticket
• 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 the problem has been resolved before resolving the ticket

Required Qualifications
• 2 years of help desk experience
• Very good troubleshooting and problem solving skills with desktops, laptops and Dell PC's
• Great attention to detail
• Very good customer service experience
• Comfortable and familiar with working in a dynamic environment and producing quality work with demanding timelines
• Experience with troubleshooting network printers
• Knowledge of Windows Operating Systems, Windows 7
• Knowledge of Networking
• Experience with Microsoft Office Suite

Desired Qualifications
• Associates Degree in Computer Science, Engineering or a related technical discipline
• Security +, A+, MCTS, MCITP certifications

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. #CB