Help Desk/Customer Service Specialist

Octo Consulting Group
Arlington, VA
Aug 02, 2018
Aug 16, 2018
Full Time
Octo Consulting Group has an exciting opportunity for a Help Desk/Customer Service Specialist to join our growing team supporting a DOD client! The Help Desk/Customer Service Specialist will: Duties and Responsibilities: Provide 24/7 world-wide support for the US Army systems which are used by all branches of the US Military Provide troubleshooting support for Army customers by verifying website pages are accessible, providing contact information for account information updates Responsible for the creation of trouble tickets using the Footprints trouble ticket tool in accordance to the ticket creation and triage processes Responsible for monitoring the Footprints database for trouble tickets and forwarding incidents to Tier II and III (as required) with the objective of moving issues toward final resolution Provide monitoring for server alarms and notify the appropriate Tier II and III administrators (as required) to ensure systems are operational at times Provide support for incident management to include execution of notification, escalation and recall procedures Any other functions as directed by the Program Manager or Operations Manager Education and Years of Experience: Bachelor's Degree and 0-2 years relevant experience High School Diploma and 3 + years of experience Clearance: Secret security clearance is required

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